As a result of the global pandemic, customers are facing unprecedented levels of financial hardship, leading to soaring inbound call volumes and customer wait times. CGI Collections360 Self-Service includes a Hardship module that provides organizations with a fully automated self service tool for managing the customer hardship experience. It also supports real-time decisioning and automated collections workflows in
line with an organization’s credit policies.
Benefits
CGI’s Collections360 Self-Service Hardship module enables organizations facing increased customer hardship demands to achieve the following:
- Reduce inbound call volumes and staffing requirements
- Extend web self-service capabilities to support customer hardships
- Gain insight into each customer’s situation to enable treatment automation
- Achieve consistent customer treatment across different channels
- Provide 24x7 customer assistance
- Provide real-time support for current and delinquent customers
- Delivers speed to value through an out-of-the-box user experience and integration
