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Collections is frequently seen as a negative, thankless role that damages the customer relationship. It can also be one of the key moments that binds enduring customer loyalty. Understanding the value of the customer and their track record can ensure an appropriate response. Chordiant Collections Manager 2.0 combines customer, account, third-party and interaction data from multiple channels with real-time predictive decisioning to allow agents to resolve delinquencies while optimizing customer relationships. It helps reduce collections cycles, eliminates blind dialer calls, and potentially negative treatments of profitable customers. With Chordiant, collections management can minimize losses and support good customers through difficult financial times, producing a positive, on-going and optimized customer revenue stream.

Chordiant Business Value

Chordiant Collections Manager:

• Focuses on maintaining a relationship with the customer before, during and after the collections effort, not just minimizing losses.
• Real-time predictive analytics decisioning delivers contextual “Next-Best-Action” guidance during the conversation.
• Intelligent customer dialog is driven to the representative.
• Consistent customer experience for collections is delivered across all channels (call center, web, retail).
• Feeds representatives treatments and payment amounts that are optimal for both the company and customer.
• Automatically monitors payments against a promise or payment plan. Displays a kept or broken promise ‘flag.’
• Automatically accounts for existing payment arrangements and payment history when determining the Next-Best-Action for each customer.
• Manages multiple account history repositories to ensure the customer case in collections and the system of record are always synchronized and updated.
• Unlimited “champion and challenger” processing.
• Sixth generation SOA architecture fits tactical and strategic business needs, enables rapid integration with legacy systems.