OMNICHANNEL CAPABILITIES

The new omnichannel customer engagement capabilities enable creditors to maximise the effectiveness of the collection process according to modern customers’ needs.

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QUALCO OMNICHANNEL

overview

ENABLING OMNICHANNEL COLLECTIONS

Customers who drift into the collections process are often not getting the discreet and convenient communication they need, resulting in payment delays and a bad customer experience. Recognising a customer’s preferred method of communication and inviting them into a non-threatening dialogue via the digital channels they prefer, increases response and collection rates.

An omnichannel communications approach can help creditors and collections organisations engage with customers effectively to optimise their journey through recovery and rehabilitation.

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KEY BENEFITS

DELIVER A SEAMLESS CUSTOMER EXPERIENCE

DELIVER A SEAMLESS CUSTOMER EXPERIENCE

Provide a seamless omnichannel customer journey by preserving customer activity information across touchpoints with no interruptions when switching from channel to channel

GET A SINGLE CUSTOMER VIEW

GET A SINGLE CUSTOMER VIEW

Build all conversations through QUALCO Collections & Recoveries. Channels are no longer interacting in silos and you enjoy a single view of your customer’s matters

INCREASE PAYMENT RATES

INCREASE PAYMENT RATES

Secure payments, promises to pay, and payment arrangements using proactive engagement methods. Enable customers to be notified for upcoming payments and past due accounts and greatly reduce delinquencies

AUTOMATE CONVERSATIONS WITH API INTEGRATION

AUTOMATE CONVERSATIONS WITH API INTEGRATION

API integration allows you to do more with every conversation - deliver settlements, take payments, collect data and capture feedback

IMPROVE CONTACT CENTRE EFFICIENCY

IMPROVE CONTACT CENTRE EFFICIENCY

Arm agents with contextual information to ensure they know when and why customers contacted your organisation last, and whether there are any outstanding issues without asking customers to repeat themselves

HOW IT WORKS

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KEY CAPABILITIES

MESSAGING APPS & SMS
MESSAGING APPS & SMS

Reach and be reached via Whatsapp, Viber, Facebook Messenger, SMS, and many more channels

SINGLE CONVERSATION VIEW
SINGLE CONVERSATION VIEW

View chatbot and agent conversations on any messaging channel having a single view

PAYMENTS
PAYMENTS

Bring instant live payment requests and processing into customer conversations, making it easier for agents to send payment links as they interact with customers regardless of the channel

VOICE INTERFACES
VOICE INTERFACES

Integrating with a dialer allows you to interact with callers through a series of automated menus, often enabling the customer to self-serve for faster resolution

AUTOMATED BOTS
AUTOMATED BOTS

Automate the routine conversations traditionally handled by human agents

SEARCH & ROUTE
SEARCH & ROUTE

Based on the applied business logic, bots are able to understand the context of a conversation and route the customer to the relevant workgroup or agent

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