Pega Collections

Pega Collections brings together four specific features. 

Drive smarter decisions 

Real-time decisioning helps determine the next appropriate action for a customer during an interaction. Adaptive intelligence allows strategies to respond as customer behavior or external conditions change, while personalized recommendations seek to resolve debt without overlooking the customer relationship. 

The application can use relevant information, such as customer value, payment history, and responses during an interaction, to support treatment recommendations. Predictive analytics and adaptive decision management can anticipate needs and recommend an action or relevant payment offer in real time. 

Orchestrate collections workflows 

Decisioning identifies what action might be appropriate. Case management and workflow automation coordinate how that action is completed. 

Dynamic workflows can manage activities such as promises to pay, payment plans, process exceptions, and more complex cases. Agent guidance can provide recommended steps during an interaction, while automated compliance can help apply policies and regulatory requirements across the collections lifecycle. Rules-driven processes also help organizations apply risk strategies and regulations consistently, regardless of the channel used or the experience level of the representative. 

Engage customers across channels 

Customers can interact through voice, web, mobile, chat, chatbots, and other supported digital or traditional channels. Omnichannel management helps preserve the interaction context as the customer moves between channels. This consistency is important because a customer should not need to restart the conversation or repeatedly provide the same information when moving from self-service to an assisted interaction. 

 Pega Collections also supports digital self-service, allowing customers to address payments through digital channels when appropriate. Agents can receive contextual guidance, relevant information, and recommended actions during assisted interactions. 

Maintain visibility and control 

Collections activities must be traceable and consistently governed. Pega Collections provides an audit trail that tracks activities and supports operational control. Feedback on treatment results can also inform strategy refinement during subsequent interactions. Automated monitoring can track payments against a promise or payment plan and incorporate payment behavior into contact strategies and process guidance. Work can be managed through queuing, skills-based routing, prioritization, and escalation based on configured service-level requirements. 

Pega Collections supports collections activities through several stages of a Collections Case.

Early at-risk identification: Includes AI and analytic-driven strategies to mitigate the volume of delinquent accounts by identifying those with a higher propensity.

Secured and unsecured collection case creation: Includes a fully automated account and customer view to treat and trace each collections case end-to-end. 

Fully automated outbound contact strategy: AI-driven selection of the right channel with the right communication on a fully personalized approach, optimized for outcome versus cost. 

Promise to pay and payment plan recommendations: Analytics-based payment plan suggestions. 

Exception processing: Includes special circumstances such as bankruptcy or being affected by a natural disaster, or vulnerable customers’ support. 

Repossession processing: After the proper regulatory communications and timelines are met, repossession and liquidation of assets in collateral, directly or with the help of third parties. 

Recoveries: External agency or third-party transfer of the debt. 

Pega Collections caters to the needs of several market domains. Collections challenges exist wherever organizations manage recurring payments, invoices, premiums, subscriptions, fees, or outstanding balances. 

Following are few industry application examples, where Pega Collections may enable organizations to create personalized collections journeys, optimize customer interactions, automate routine tasks, monitor payment commitments, and adapt treatment strategies in real time. 

• Financial Services: Manage delinquent loans, credit cards, mortgages, and consumer lending collections while offering personalized payment plans and hardship programs. 
• Insurance: Recover overdue premium payments, automate policyholder outreach, and reduce policy lapses through proactive engagement. 
• Healthcare: Simplify patient debt recovery by offering flexible payment arrangements, personalized communications, and self-service payment options. 
• Telecommunications: Manage overdue service bills, optimize customer contact strategies, and increase recovery rates while reducing customer churn. 
• Utilities and Energy: Support collections for unpaid utility bills through automated workflows, customer segmentation, payment scheduling, and regulatory compliance. 
• Government and Public Sector: Facilitate the recovery of taxes, fines, fees, permits, and other public-sector receivables while ensuring transparency and citizen-focused service delivery.