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.


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

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