Pega Collections
Pega Collections™ is an end-to-end solution that combines the decisioning and optimization capabilities of Pega Customer Decision Hub™ with the case management and call center capabilities of Pega Customer Service™. It automatically selects the most effective contact strategy and guides the application users through multiple collections processes. Pega Collections also recommends personalized actions that balance customer needs with the business objectives and regulatory requirements.
Pega Collections is best suited for clients who want to set up or replace their existing agent desktop solution. It supports end-to-end use cases that require decisioning and optimization capabilities of Customer Decision Hub and the workflow-based case management that Pega Customer Service provides.
Pega Collections supports the following use cases:
- Defining collections case workflows.
- Creating a collections case.
- Creating a composite of a collections customer.
- Setting up a promise (including capturing payment details).
- Payment processing.
- Monitoring promises and payment plans.
- Managing user worklists.
- Handling process exceptions.
- Standard out-of-the-box reporting.
- Managing hardship processes.
- Managing exit rules and case resolution.
Three versions of Pega Collections are available: one that focuses on the financial services sector, and one that meets the needs of a broader range of markets (such as insurance and healthcare) through horizontal spanning. The third collections-related offering is Next Best Action Collections™.
Next Best Action Collections
Next Best Action Collections offers Customer Decision Hub capabilities that are fully deployable on your existing case management solution. It leverages the full suite of decisioning technologies to configure the collections journey, redecision customers, optimize outbound messages, calculate individual next-best-payment options, and provide real-time recommendations to collections agents.
Next Best Action Collections is best suited for clients who want to optimize their existing agent desktop solution. When implemented, it leads to a significant decrease in credit losses and an improvement of the overall collections customer experience.
Next Best Action Collections supports the following use cases:
- Defining journeys, actions, and payment options (1:1 Operations Manager).
- Assessing customer state (predictive and adaptive analytics).
- Determining whether a collections strategy is appropriate (engagement policies).
- Selecting collections strategy and actions (arbitration).
- Recommending individual payment plans (Next Best Payment).
- Automating outbound messages (periodic outbound).
- Managing the Broken Promise strategy (engagement policies).
- Managing the Special Exceptions strategy (engagement policies).
- Managing the Partial Payment strategy (engagement policies).
- Adapting approach based on context (re-decisioning).
- Optimizing communication cadence (contact policies).
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