MULTI-CHANNELAUTOMATEDCOLLECTIONS P R OV IDE CUS T OMERS W I T H IMMEDI AT E PAY MEN T OP T IONS A ND SECUR E P R OMISE S-T O -PAY

In a perfect world, your customers would pay their

bills on time. But in reality, payment reminders and

convenient payment options are often required.

CSG Automated Collections solutions can help.

This cloud-based, interactive solution delivers

extensive, multi-channel, inbound and outbound

alerting capabilities, saving you up to 70 percent

over the cost of agent-led collections.

An automated, interactive means of contacting

delinquent, high-risk, over-the-limit and charged-

off customers, our Automated Collections solutions

provide your customers with immediate payment

options and secure promises-to-pay. More people

are contacted and more payments are made within

the IVR, allowing collection agents to be reassigned

to higher value functions, such as later-stage

delinquencies. Whether used for cost reduction or

for emergency purposes when hiring additional staff

is not feasible, CSG Automated Collections secures

results.

BENEFITS

Improved collection rate over agent calling

Immediate self-service payment channels

Integrated multi-channel message delivery

combining inbound/outbound interactive voice,

SMS/text messaging, print, email and fax

Multi-channel message delivery ensures your

message is received and your customer can

respond at a convenient time

Advanced Answering Machine detection increases

right party contacts over traditional dialers/live

agents and ensures appropriate message delivery

Secure interface with customer management

systems for real-time or batch updates

Optional agent transfers provisioned with

Computer Telephony Interface (CTI) screen

pop or cost-effective “whisper greet,”

optimizing agent time

Campaign Manager allows clients to manage

application functionality and operation

Reports available via web and secured

interface to customer management systems

CSGI.COM © 2018 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”). ALL RIGHTS RESERVED.

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SAMPLE CAPABILITIES

Right Party Contact

Secure Payment IVR

Promise-to-Pay

Payment Gateway

Check Verif ication & Recovery

Web-based, Self-cure Settlements

Advanced Reporting & Analytics

PROBLEM

A major North American telecommunications provider

needed to expand the reach and frequency of

collections activity without adding contact center head

count or additional budget. Requirements included

specific cost savings goals, as well as driving a target

percentage of collections without agent intervention.

CSG responded with Automated Collections, already

in use by major consumer lenders.

SOLUTION

Multiple payment options

Complete automated transaction cycle

to manage cost-per-contact

Agent transfer for qualif ied right party

contacts requiring additional assistance

Single interface to back-end systems for job

data upload and returning call outcome reports

Campaign Manager for real-time “dashboard”

reports via web

Embedded Recording to capture full audit trail

RESULTS

Client moved 800,000 calls per month to

automation in f irst three months

Client met three-month f inancial goal of

$1,000,000 cost savings in the f irst 30 days

More than 10 percent of delinquencies were

resolved without agent intervention

Another 10 percent were transferred to agents

as qualif ied right party contacts, resulting in a

more eff icient collections campaign

Transaction cost decreased from $1.01 per

account before automation to $0.12 per account

40 percent lift in right party contacts

Embedded Recording was used for audit,

validation and quality management

ABOUT CSG CSG simplifies the complexity of business transformation in the digital age for the most respected communications,

media and entertainment service providers worldwide. With over 35 years of experience, CSG delivers revenue

management, customer experience and digital monetization solutions for every stage of the customer lifecycle.

The company is the trusted partner driving digital transformation for leading global brands, including Arrow, AT&T,

Bharti Airtel, Charter Communications, Comcast, DISH, Eastlink, iFlix, MTN, TalkTalk, Telefonica, Telstra and Verizon.

At CSG, we have one vision: f lexible, seamless, limitless communications, information and content services for

everyone. For more information, visit our website at csgi.com and follow us on LinkedIn, Twitter and Facebook.

CSGI.COM © 2018 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”). ALL RIGHTS RESERVED.

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