Artiva Agency - Debt Collection Software Solutions for Collection Agencies

The Artiva Agency system is designed specifically to meet the challenging needs of the third-party debt collections marketplace. The system offers managers greater flexibility and control to properly manage accounts, identify trends before they become problems and ensure accounts are worked to your standards. This allows you to optimize collections and increase revenue.

The Artiva Agency system provides powerful debt collection tools that will improve efficiency, allowing you to spend more time focusing on your business. Accounts flow through the system based on your business rules and the information is displayed in a customizable graphical user interface, which minimizes account representative training time. The system’s flexibility allows you to prioritize and queue accounts according to your business needs. System management tools help you make important business decisions with confidence.

Artiva Agency Product Overview

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Collect Screen

With the Artiva Agency system, all necessary collection information is available at the account representative’s fingertips. Powerful system features — such as user-defined windows, tables, scripts and macro keys — empower the account representative with relevant information.

Information displayed is relevant to the account representative’s function. Account representatives are walked through the collection call through the use of action and result codes. Based on a specific action, a select group of result codes is displayed. This process ensures accounts are worked according to the collection agency’s work standards.

Business Rules and Control

The Artiva Agency system allows collection managers to control office account flow. This feature ensures each account is worked properly and on time. The collection system segments accounts into proper phase and statuses. The phase dictates account call and contact strategies. As accounts are worked, the system monitors the account and moves it to the proper phase and status.

Business rules, such as an acceptable payment arrangement, may be incorporated into the system’s logic. Acceptable payment arrangements are established in a payment cycle. As payments are made, accounts are advanced to the next payment cycle. If the payment is missed, the account is placed in the broken promise queue.

Workflow Management

The Artiva Agency collection system allows companies to establish business rules to ensure accounts are worked in the appropriate manner. Workflow strategies can be created to align with your collection goals. As an example, workflow strategies can implement the call and contact process based on account risk. Managers can easily implement a “challenger” workflow and monitor the effect of different call and contact strategies. Managers also can easily schedule activities such as sending letters, attempting contacts and requesting skiptrace or credit bureau reports. The system also allows companies to define client-specific business rules based on contractual requirements.

Reports

The Artiva Agency debt collection system provides numerous standard reports for clients, account representatives and managers. An integrated report writer also allows you to create ad hoc reports using any database fields, and you can perform calculations and comparisons on all database fields. The system also allows you to use ODBC-compliant applications to query the database and retrieve real-time data you can manipulate or present.

The SQL/ODBC feature allows you to select and import live data from the system into your preferred reporting application on a networked personal computer. After the data has been imported, you can manipulate the data to produce reports, presentations or other data representations.

For example, collection statistics and aging reports could be pulled from the Artiva Agency system database into Microsoft Excel or Crystal Reports. Pie charts or graphs could be constructed and displayed using the charting features, or collection information could be evaluated using data analysis tools.

Telephony

The Artiva Agency system has a fully integrated dialer that can dramatically increase productivity by providing account representatives only live contacts.

The Guaranteed Contacts system is an inbound/outbound dialer designed to create a highly efficient and cost-effective method of contacting account holders. The system relieves account representatives of the dialing function, which dramatically increases productivity and provides a steady flow of contacts to the representative.

The Guaranteed Contacts system screens no-answers, answering machines and triple tones to provide only live contacts account representatives, which increases productivity by allowing representatives to deal only with calls that can result in account action.

Ontario Systems’ Verified Contacts system uses dialing and interactive voice response technology to increase right-party contacts. As the dialer senses an answer on an outbound call, the IVR uses pre-recorded messages in conjunction with text-to-speech technology to speak the contact’s name to ask for the account holder. This technology increases an account representative’s ability to speak to the right party and increases the chances of getting a payment, promise-to-pay or some type of action on the account.

The system also can monitor incoming calls. The Call-by-Call Blending feature places the highest priority on incoming calls while managing the flow of outbound calls.

Account representatives using the Guaranteed Contacts system use the Artiva Agency system’s collect screen; the system requires no dedicated terminal, PC or shortcut keys. All transactions and updates are online and in real time with the Artiva Agency system database, while eliminating busy signals, no-answers, answering machines and operator intercepts.

The Guaranteed Contacts switch selects numbers from a campaign and manages all dialing. When a call is answered, the system automatically places a note on the account containing the date, time, phone number called and the account representative ID or code. The account representative can enter additional notes or update other Artiva Agency system windows while speaking with the contact.

Verified Contacts

One key to using a dialer to its fullest extent is trying to ensure account representatives speak only with account holders.

The text-to-speech technology plays a personalized message to the contacted party asking for the right party by name. If the right party is unavailable, the contacted party can indicate this without interrupting your account representative and the call is completed.

If the person answering the phone confirms being the account holder, the call is sent immediately to an account representative with a screen pop of the relevant account information. When the account representative receives the transfer, the normal account talk-off process can begin.

In another example, based on rules you define, you can route the right party to an account representative and instead place the party in the automated IVR to create a payment arrangement. This allows you to further manage the verified contacts that are passed through to the account representative, for example only those above a certain balance threshold.