A large technology company’s collections department faced low contact rates, high call center dependency and operational inefficiencies. The work improved prediction accuracy and accelerated the client’s artificial intelligence (AI) and machine learning (ML) journey without deploying or upgrading systems. It...
Challenge During the pandemic, a leading North American bank faced mounting pressure to meet rising customer expectations while managing operational constraints. Call centers were overwhelmed, and over 25% of outbound calls went unanswered. At the same time, the bank wanted...
This case study explains how a credit union optimized collections with CGI’s collections software and expertise, boosting productivity and reducing charge-offs.