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Pegaworld 2016: Collections in the Front Office: Extending Customer Care During Difficult Situations (Video)

  • Video
  • 48:20
US Bank uses Pega to deliver an exceptional experience to customers who may be struggling with credit card payments. The bank combined nine antiquated systems into one intuitive and guided application: Collections Made Easy (CME). CME supports workflows for 600+ collections front line and support staff, managing 700K+ active and 2M+ historical cases. The system is integrated with mainframe accounting systems and complex CTI, blending 30K+ inbound/outbound calls daily. US Bank has increased cash collected, reduced training time, and reduced collector:case ratio since migrating to CME.

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