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Pega Collections for Financial Services

The collections space has changed. Customers expect a much more personalized experience and regulators demand that we deliver on that expectation. Pega Collections is unique as it both inherits from and extends Pega’s ‘Best in Class’ customer focused case management and decisioning capabilities.


There are three main areas of focus when delivering a future thinking, effective and efficient collections operation, intelligent, omnichannel customer interaction, fully automated digital contact strategy and sensitive, compliant and appropriate exception management. PEGA Collections delivers a best in class customer experience in each area. First, let's look at a fully automated analytics driven contact strategy. PEGA Collections delivers digital strategy management into the hands of the business using a wizard driven drag and drop UI that allows for the most effective outbound contact treatment creation. The Wizard guides us through the creation of a contact strategy. We'll call this one medium risk test group. Now let's configure our strategy. We're going to select collections, contact treatment, so our users can easily target customers for collection. Now, it'll give us options to select attributes that will drive the customer to the strategy. We also have the option to make customer exceptions to exclude them from our strategy.

Here is an example of an arrears high risk strategy. We have text messages, email and even letter interactions. From the collector's point of view, we have a customer, Miss Trevino. PEGA Collections drives AI into every customer interaction, whether in the contact center, chat or chatbot, or in full service mode. Analytics determines the next best action based on known customer data and any information gathered during the interaction. For example, a range of payment plans to resolve the arrears specific to the needs of each unique customer. These recommendations can be made available through whichever channel the customer chooses to interact. And finally, exceptions. How do you maintain your exceptional customer experience when there are serious issues such as a natural disaster or bankruptcy? In these situations, PEGA Collections can direct the operator to collect all the required information and will automatically trigger activity for your specialist teams and remove the customer from all automated activity. PEGA Collections has an elegant automated and AI driven solution to support the digital experience your customers expect.


Industry: Financial Services Product Area: Customer Decision Hub Product Area: Pega Platform Product Area: Platform Solution Area: Operational Excellence Topic: AI and Decisioning Topic: Workflow Automation

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