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DCS Collections Strategy Optimiser

Transition to AI-driven customer collections journeys, eliminating predetermined actions for dynamic, personalised experiences. Unlock the power of AI to optimise strategies and enhance engagement.

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The platform offers three pre-configured customer journeys that gradually incorporate AI capabilities, allowing businesses to adopt AI at their preferred pace. It facilitates a combination of proactive (outbound) and reactive (inbound) communication strategies, enhancing customer engagement and responsiveness. This approach leads to improved key performance indicators (KPIs) that are crucial for collections, such as reduced costs, higher resolution rates, and increased monthly installment payments. The Collections Offering is built on the Pega Customer Decision Hub (CDH) platform and can be seamlessly integrated into existing systems. Leveraging the Collections Framework on Pega CDH accelerates the transformation of traditional collections processes into customer-centric journeys within the CDH environment.

Key Features

  • The platform offers a consolidated end-to-end solution that combines the decision-making and optimisation capabilities of Pega Customer Decision Hub (CDH) with the case management and call centre functionalities of Pega Customer Service™.
  • It leverages a comprehensive suite of decision-making technologies to configure the collections journey, re-evaluate customer profiles, optimise outbound communication, calculate personalised next-best-payment options, and provide real-time recommendations to collections agents.
  • The solution enables the creation of tailored payment plans based on an individual customer's propensity to pay.
  • Additionally, it supports the use of generative AI features for developing customised treatments and interventions.

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