Intelligent Contacts, a leading provider of contact center communication and payment solutions for the accounts receivable and healthcare industries, debuted its 2022 features and new agent interface at AccountsRecovery’s Demo Day. AccountsRecovery.Net is a news and media site dedicated to the accounts receivable industry and highlights business and technology leaders in this growing sector.
Demo Day is an opportunity for companies providing healthcare receivables and debt collection services to creditors to participate in live demonstrations of the latest software solutions in the ARM industry. This online, “speed dating” approach allows companies to review a number of competing and complimentary technologies back-to-back over the course of an afternoon. The format has proven to be an effective way to streamline the vendor selection process.
Intelligent Contacts is a provider of integrated, cloud-based communication and payment software uniquely built for the ARM industry. Intelligent Contacts’ help companies connect, collect, and comply through a unified suite of enterprise-level tools that are feature-rich and built on a “non-techie” user interface.
“Our contact center platform allows businesses to seamlessly engage through a consumer’s preferred communication channel,” says COO Kris Charleston, who conducted the product demonstration. “Whether it’s a phone call through our telephony system, an email, an SMS, a web chat, or even an automated voicemail drop, we put every tool at the agent’s fingertips.”
The debt collection industry provides a critical service to creditors and the business economy in general by recovering revenue that might otherwise be lost. Numerous studies have shown that the work of third-party collection agencies return revenue to the economy, lowers the price of commodities, and helps companies create jobs and make payroll. However, the debt collection industry remains one of the most heavily-regulated business sectors in the US.
Regulation F was part of the CFPB’s Final Rule (Nov. 2020) outlining new requirements and restrictions for communications between a debt collector and a debtor. Reg F, which went into effect Nov. 30, 2021, placed new and specific limitations on how (and how often) a debt collector can contact a consumer about a debt. It also requires debt collectors to track both “contacts” and “communications” separately. A “contact” might be an unanswered call attempt. A “communication” would refer to an actual conversation with the consumer.
Regulation F also addressed digital communications like email and SMS. The rule includes specific opt-in/opt-out requirements prior to emailing or texting a consumer.
The AccountsRecovery Demo Day event was Intelligent Contacts first public demonstration of how its’ technology addressed this landmark CFPB regulation.
Intelligent Contacts’ Hosted Contact Center is an omni-channel communication platform for inbound/outbound/blended calling, voice messaging, SMS, email, and chat.
Outbound features include a TCPA-compliant automated dialer with multiple dialing modes (predictive, power, progressive, and manual) and Answering Machine Detection (AMD). Inbound features include skills-based routing, payment IVR, DTMF masking, call recording, and speech analytics.
In addition to its Cloud Contact Center with TCPA compliant predictive dialer, Intelligent Contacts’ Intelligent Portal gives consumers the self-service convenience to negotiate and resolve balances on their own, as well as the industry’s only built-in automated compliance engine.
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