New features augment opportunities at consumer service, fraud, collections and marketing touch points to drive relevant communications and ensure positive consumer experience

Norwalk, CT – September 7, 2011 – Adeptra, the leader in auto-resolution technologies that span the consumer lifecycle, has launched two new business solutions based on its Decision Engine software. The new releases, available immediately, add specific capabilities and features to enable event-based servicing and event-based marketing.

Adeptra’s Event-Based Servicing solution enables businesses to give timely, personalized and relevant communications to enhance a consumer’s experience. Interactions are triggered by ‘events’ including scheduled outreach to consumers, inbound calls and emails, and unexpected communications such as fraud prevention measures and overdue payment reminders.

Adeptra delivers the event-based interactions automatically via the consumer’s preferred communication channel including voice, text, email or smartphone app while ensuring these communications comply with local regulatory requirements for each customer. Examples of event-based interactions include:

  • The status of claims underway and important information about the process and next steps
  • Account balance changes, payment reminders and the ability to schedule payments
  • Confirmation of changes to consumer information and the capability to notify an organization when changes were not authorized

Adeptra’s Event-Based Marketing solution uses consumer service-based events to define when a follow-up interaction may create an opportunity to grow a relationship. These opportunities can arise through routine inbound and/or outbound communication including an unexpected contact, such as suspected fraud alert or an unprecedented consumer request.

Examples of how organizations can turn a customer service event into a marketing opportunity include:

  • Triggering a communication when a consumer’s line of credit is fully utilized and offer a line increase if qualified
  • Expanding upon a positive interaction, for example, after possible fraudulent activity is verified, initiate communication that offers a related product such as identity theft protection service
  • Recognizing payment interactions such as payments that miss the due date by a day or two and using this event to educate consumers and encourage them to enroll in programs such as electronic bill payment

The new solutions enable organizations to link events across multiple accounts giving a complete view of a consumer relationship by combining disparate consumer-related datasets and recognizing events that present an opportunity to engage a consumer on a personal level.

Bill Brown, Adeptra’s director of Worldwide Product Marketing said: “Organizations need to dramatically increase the number of conversations they have with their consumers, especially at the event-level. Existing structures and technology-based processes often do not link consumer experiences and contacts into a single, comprehensive view. This means that they are not giving their consumers a consistent experience and, as a result, they are not benefiting from all the potential consumer loyalty, engagement and repeat business.”

Tweet this: @Adeptra improves customer engagement with event-based solutions: http://bit.ly/qz8eSg

Adeptra Decision Engine builds on Adeptra’s continued technical leadership and investment, sitting alongside technical solutions such as Adeptra Analytics, a market leading analytics platform that enables financial organizations to build smarter consumer credit and risk management strategies.

Brown concluded: “When we launched Decision Engine late last year it gave our clients a new way to prioritize and segment consumer portfolios for intelligent communication strategies. Today, we are adding new layers of innovation that will result in lower fraud rates, increased business efficiency and a more positive experience for consumers.”

About Adeptra
Adeptra is the global market leader in Auto-resolution™: technology that automates key call center interactions to reduce their cost and dramatically increase performance. Applications are fully integrated, industry-specific solutions for business processes such as fraud detection, payment reminders and opt-in marketing.

Distinct from less sophisticated auto-dialer systems, Adeptra combines recorded dialog with state of the art natural language to reach out to individual customers and personally engage with them about important, time-sensitive issues. Adeptra is able to make thousands of customer contacts simultaneously and achieves higher levels of portfolio penetration and produces significantly better results than human agents alone. The resolutions it secures are delivered into clients’ computer systems for reporting and analysis.

Among its many customers, Adeptra is used by the majority of leading retail banks across EMEA, North America and APAC. It occupies a premium position in the market by continually reinvesting in its technology, operations and service structure. The company’s commitment to the highest standards of data security compliance was recently re-confirmed, as Adeptra became the first Interactive Voice Messaging organization to meet both Payment Card Industry Security Standard (PCI DSS) v1.2 and ISO27001 standards on a global basis. For more information, visit www.adeptra.com.