METHOD AND SYSTEM FOR PROVIDING A MULTI-CHANNEL VIRTUAL COLLECTIONS CENTER
First Claim
1. A method of contacting a debtor using an integrated multi-channel virtual collections center, the method comprising:
- receiving, by an integrated multi-channel virtual collections center, account information for an account associated with a debtor from a creditor;
automatically analyzing, by the integrated multi-channel virtual collections center, the account information for the account to determine an account status;
automatically selecting, by the integrated multi-channel virtual collections center, one or more of a plurality of communication channels by which to contact the debtor based on the account status;
automatically attempting to contact the debtor via the one or more selected communication channels;
automatically determining, by the integrated multi-channel virtual collections center, statistical information pertaining to the attempt to contact the debtor via the one or more selected communication channels;
automatically updating the account information based on the statistical information;
repeating the analyzing, selecting, attempting, determining and updating until at least one condition is satisfied for the account; and
providing account summary information based on the updated account information to the creditor.
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Accused Products
Abstract
An integrated multi-channel virtual collections center and methods for using the same are disclosed. The collections center may include a program management module, a communications module and a data analytics module. The program management module may be configured to generate a plurality of scenarios for a debt collection campaign. The communications module may be configured to automatically present a scenario to a debtor and to receive response data from the debtor. The communications module may include a plurality of communication channels. The data analytics module may be configured to automatically analyze response data received from the communications module and to select a communications channel and a scenario for the communications module based on the response data.
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Citations
17 Claims
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1. A method of contacting a debtor using an integrated multi-channel virtual collections center, the method comprising:
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receiving, by an integrated multi-channel virtual collections center, account information for an account associated with a debtor from a creditor;
automatically analyzing, by the integrated multi-channel virtual collections center, the account information for the account to determine an account status;
automatically selecting, by the integrated multi-channel virtual collections center, one or more of a plurality of communication channels by which to contact the debtor based on the account status;
automatically attempting to contact the debtor via the one or more selected communication channels;
automatically determining, by the integrated multi-channel virtual collections center, statistical information pertaining to the attempt to contact the debtor via the one or more selected communication channels;
automatically updating the account information based on the statistical information;
repeating the analyzing, selecting, attempting, determining and updating until at least one condition is satisfied for the account; and
providing account summary information based on the updated account information to the creditor. - View Dependent Claims (2, 3, 4, 5, 6)
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7. An integrated multi-channel virtual collections system, comprising:
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a program management module configured to generate a plurality of scenarios for a debt collection campaign;
a communications module configured to automatically present a scenario to a debtor and to receive response data from the debtor, wherein the communications module comprises a plurality of communication channels; and
a data analytics module configured to automatically analyze response data received from the communications module and to select a communications channel and a scenario for the communications module based on the response data. - View Dependent Claims (8, 9, 10, 11)
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12. A rules manager for an integrated multi-channel virtual collections center, the rules manager comprising:
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a processor;
one or more communication channels in communication with the processor; and
a processor-readable storage medium in communication with the processor, wherein the processor-readable storage medium contains one or more programming instructions for performing a method of contacting a debtor, the method comprising;
receiving account information for an account corresponding to a debtor and a creditor, automatically selecting one or more strategies for contacting the debtor based on one or more account decision variables, wherein a strategy comprises a reference to a communications channel and one or more parameters for a payment program, and transmitting a program rules output file used to configure the communications channel referenced by the selected strategy. - View Dependent Claims (13, 14)
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15. A method of contacting a debtor using an integrated multi-channel virtual collections center, the method comprising:
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determining first account information for an account pertaining to the debtor;
determining an effectiveness of at least one communication channel in the integrated multi-channel virtual collections center in resolving debts from accounts for which at least a portion of the account information is substantially similar to a corresponding portion of the first account information;
assigning the account to the communication channel having the highest effectiveness; and
contacting the debtor via the assigned communication channel. - View Dependent Claims (16, 17)
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Specification