Mercury Predictive Dialer and Pegasus IVR

The Mercury Predictive Dialer (MPD) is a real-time integrated, full-featured telecommunications system that works seamlessly with the Collection Resource System to create a fully integrated and automated collections software package that gives you better results.

The MPD is integrated as part of the Collection Resource system. Collectors use the same screens for predictive dialing as for manually placed calls; there are no separate screens, so learning to use this dialer is only a matter of remembering a few keystrokes. And the MPD works with existing phone and computer systems, so that you have the ability to locate your agents at any remote location where there's a phone and a computer. Collectors can even use the Mercury Dialer to work from home.

In addition to offering easy real-time campaign setup and management, the Mercury Predictive Dialer provides real-time statistics that allows you to modify your campaigns for optimum performance on the fly!

With its real-time capabilities, the MPD guarantees that you will not call outside of allowable times nor call consumers multiple times in the same day. Inbound calls can be routed to the correct staff members on your teams and the consumer information is pulled up automatically based on incoming call information.

The Mercury Dialer's many features make it a complete solution for your inbound and outbound calling needs:

• Flexible outbound calling campaigns that can be managed on the fly.
• Inbound calls routed to the best possible agent by accessing user defined skills based routing tables.
• Blended agents allowing both inbound and out bound traffic for more productive use of agent work time.
• Real-time integration guarantees the system will comply with FDCPA, state, and client policies.
• Collector monitoring/coaching allows managers to listen to agent transactions as well as assist staff with challenging contacts.
• CRS Messenger leaves pre-recorded messages for real contacts or answering machines. Allows for contacts outside of regular staff hours.
• Inbound IVR allow consumers to verify personal and financial information and make actual payments without agent intervention.
• Outbound IVR gives you the ability to set up calling campaigns that identify right party contacts and connect them to qualified agents.
• Skills based routing can be utilized with any inbound calls to route consumers to the most qualified agent to best handle getting payment on the account.
• Call Recording gives you the added security to record dialer calls for training and compliance purposes. Utilizing Non-Predictive agent licensing (NPA) gives you a cost effective method for all of your staff, dialer and non-dialer, to be recorded on the same system. A browser based GUI interface allows for easy retrieval of recordings.
• Real-time statistics include online agent and line monitoring, contact statistics and payment information that give you the ability to tune your campaigns on the fly and monitor staff performance.
• Database reporting - utilize ODBC compliant database files to pull real-time reports for more in depth analysis and statistics.

Feature Definitions

Outbound Predictive Dialing: This is the core functionality of a predictive dialer. You designate a campaign of a large list of phone numbers to dial. The dialer calls those numbers as quickly as technology allows and then routes the "live connects" (debtors) to your collectors who are logged into the campaign. Bad phone numbers, answering machines, and operator intercepts are booked transactions and either redialed at a later time or moved to other processes as defined. The dialer also regulates the rate it dials automatically so that your collectors don't get more calls than they can handle. Typically, a group of collectors on the Mercury dialer will have four times (400%) more calls and talk time than collectors dialing manually. And just in case you're wondering, collectors love taking calls on dialer campaigns because they collect more money that way.

Inbound capabilities: Your agency’s inbound calls can be handled by the dialer. The dialer recognizes the phone number of the caller, searches the database, then automatically "screen pops" the debtor information for the collector and routes the call to an available inbound agent.

Interactive Voice Response (IVR): This is the ability to have inbound calls routed by the caller pressing buttons on their phone without interacting with a receptionist. For example, "Press ’1’ if you received a notice. Press ’2’ to make a payment without talking to an associate." The most common uses for IVR are call routing, answering commonly recurring questions (directions, instructions, mini-Miranda/disclosure statement, etc.) and automated payment processing.

Messenger capabilities: This allows you to run an unattended outbound messaging campaign. You record a message, have the dialer call a campaign of phone numbers and then play that message to the person or answering machine that answers the call. No live employees or collectors are required for this totally automated function. Great for evenings and weekends. Collect money while you're home from the office.

Outbound IVR: Take the above messenger campaign and add a moneymaking twist. In the outbound message, you utilize TTS technology to ask the consumer to verify their identity. By verifying their identity, the call will be routed to a waiting agent for a right party contact. The caller can also be routed to the IVR to book a payment without agent intervention.

Text To Speech: This is used in conjunction with the IVR system. The phone prompts can take fields from the Platinum database and "say" that information to the debtor without human interaction. For example, the debtor can check their balance by entering their account number when prompted by the system and then have the dialer "say" to them what their balance is. For outbound calls, this capability is used for right party verification. "If you are ’Jim Smith’ please press 1 now."

Call Recording: The Mercury Dialer has the ability to record collector conversations with debtors and then index these files to the debtor record in the CRS Platinum system. The biggest benefits are greater accountability of what your collectors are saying for law suit purposes, debtor complaints to the creditor (bring up the recording, e-mail it to your client and let's really see who was the one being rude), and internal call quality monitoring. Call-recording customers report a dramatic drop in collector personal calls and an increase in their customer service capabilities. A browser based GUI interface allows for easy retrieval of recordings. Also, utilizing Non-Predictive agent licensing (NPA) gives you a cost effective method for all of your staff, dialer and non-dialer, to be recorded on the same system.

Skills Based Routing: This is telephony technology at its best. Let’s say you send out notices with two telephone numbers listed, one for English and one for Spanish. When the debtor calls in, the dialer recognizes which number they called and automatically routes those calls to the appropriate English- or Spanish-speaking collector. This routing can be used for special clients, distinctive types of debt, high balance account routing, or anything else you can think of where you want special skills collectors handling specific types of calls.

Coaching and Monitoring: On the Mercury dialer, a designated supervisor can "listen in" live to collector calls. There are several modes for this interaction. The supervisor can listen in stealth mode and monitor the conversation with both parties unaware; he/she can listen in on coaching mode where the supervisor can talk to and prompt the collector without the debtor hearing the comments; or the supervisor can listen in on conference mode where both the debtor and collector can hear the supervisor's comments.

Call Blending or Transfer Lines: Typically, phone calls that are made from the dialer essentially reside within the dialer. Transfer lines or Call Blending allows for calls made on the dialer (inbound or outbound) to be routed outside of the logged in collectors to other employee extensions in your telephone system, or PBX, that may be outside of the dialer's collection unit, office, or department.