An operator was facing significant revenue interruptions owed to clunky and laborious debtor processes. Customers can get in to payment difficulties, or sometimes chose to. When this happens, the billing platforms trigger escalations which then necessitate Agent intervention. Agents were spending up to 2 hours per customer chasing down payments and searching for details over a multitude of systems.
The collection process may trigger Soft or Hard actions, depending on the process being followed. Whether the step was an ‘early cycle’ dunning, or a ‘late cycle’ Barring or Hot-Lining, the process needed to be applied consistently based on process flows. Subjectivity and discretion was to be minimised to exceptional circumstances, so the process needed to accommodate exception management.
An operator was facing significant revenue interruptions
The We Are CORTEX team devised an Automation solution which would enable the collection team to receive request from billing or Accounts Receivables Platform. Once the process was triggered, an Agent should then be presented with surfaced data and a process to follow. The agent needed to be in receipt of different sets of consolidated information for different processes, but they must always be ready for a specific customer collection action. Importantly, many soft actions could be orchestrated by CORTEX leaving Agents to engage on ‘Super-Agent’ activities.
CORTEX would determine the collection path for the customer, based on the trigger, including whether it needed to be hard or soft steps, and then actions that process including notifying the customer. CORTEX automates checks, for example, to establish whether the payment has been made, ceasing the process and any system level activities it had invoked, once payment or the correction by the Customer has been made.
When the end of the end-to-end Collection process reaches the end of meaningful automation, the critical hard cease or other steps, are escalated for final human intervention.
Our software alone is not the reason why people buy CORTEX, we know what really matters to CSPs. Discover the difference with We Are CORTEX
Deliver business value quickly
I have a long term technology strategy but I need my automation to start delivering quickly and cannot wait for all of the legacy systems.
Hyper scalability for Communication Service Provider operations
We work in a high volume business and our automation tools need to execute at speed and scale out to handle huge volumes of transactions.
Enterprise-grade automation platform
We want to automate business critical operations and we need central controls and governance around our automation estate to avoid citizen-developers running unnecessary risks.
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