Technology

Leading-edge accounts receivables management technologies are core to OMS’ ability to deliver maximum netback, quickly and cost effectively. OMS achieves operational best practices by employing some of the best technologies in the collections industry, including:

Integrated Enterprise Collections System

Latitude Collection System

Latitude is a powerful collection system designed for the debt collection and recovery industry. The software is built using the latest Microsoft Technologies including the .Net development environment and SQL Server database technologies. Latitude can be used in a pre and post charge off environments.

Standard Features:

Imaging and Scanning - built-in image and scanning allows attachment of documents, images, recordings, etc. to any account.
Custom Tables - ability to create custom database tables for scoring data.
Predictive Dialers - totally compatible with all standard dialers.
Power Dialers - Built in TAPI interface allows you to interface with any phone switch that is TAPI compliant, allowing for point and click dialing.
Crystal Reports – customization of reports
Payment Solutions – Accept ‘drafts’, ACH or credit card transactions via interfaces with standard payment providers.
Dash Board – real-time Management and collection dash boards allow monitoring of collection activities at all times.
Account Linking – real-time, based on defined account attributes (matching SSN, etc.).
Import/Export – powerful drag and drop import/export tools support interfaces for even the most complex file formats.

Dialing Technology

CT Vision

OMS utilizes a highly efficient inbound/outbound contact management system. The Guaranteed Contacts dialer system maximizes productivity by relieving representatives of the dialing function, reducing “wait time,” and providing a continual flow of “live” contacts.

Guaranteed Contacts Benefits:

Increase Productivity

The Guaranteed Contacts dialer increases the contact rate.
Automatic Number Identification (ANI) lets us route calls based on account ownership and perform automated searches and screen pops on inbound calls.
The Progressive-Pooled pacing algorithm routes contacts directly to representatives making it possible to never place a contact on hold or hang up on a contact.

Enhance Management Control and Efficiency

Our managers have the ability to proactively evaluate staff production, efficiency and identify trends for an individual or group.
Our managers have complete control over the system parameters and pool selection, maximizing account representative efficiency and productivity.
The Guaranteed Contacts system maximizes efficiency by automatically managing the flow of inbound/outbound calls.
Our managers can monitor and coach account representatives on-line and assist clients in monitoring account representatives working their accounts.
Built in ACD functionality provides for skills-based routing matching client specifications.
Dialed Number Identification Service (DNIS) enables us to route calls to the proper account representative group based on specific skill sets or client criteria.
Guaranteed Contacts system answering machine detection immediately identifies operator intercepts or answering machines and will pass the call to an operator, hang up or leave a recorded message on the answering machine.
The Guaranteed Contacts system pacing algorithm dynamically adjusts itself to minimize account representative wait time and consumers’ hold time.

LiveVox

LiveVox™, an on-demand voice portal company, offers OMS inbound, outbound, call routing, and IVR solutions.
OMS leverages Live Vox unlimited line capacity to penetrate files efficiently and effectively.
LiveVox helps collect more efficiently, reducing cost, and enhancing success. This system allows OMS to focus on call rotation, right party contacts, and file penetration.
LiveVox increases OMS contact rates by 15-20% by connecting calls usually blocked by privacy managers.
LiveVox offers secure, enterprise-wide, web based controls that allow OMS to manage campaign activity levels across multiple sites.
LiveVox gives OMS real-time daily, weekly, and month to date customized reporting.

Electronic Customer Payments System

Online Resources

OMS uses Online Resources Total ePayment Solutions which provides complete electronic payment services. Online Resources supports all payment methods, including credit card, debit card, electronic check and PINless debit processing. The system supports multiple payment channels, including web, call center, IVR, batch and check conversion. Customers can connect to Online Resources’ PayMyBill.com® service directly from the OMS website.

The technology is advanced, yet the process of using it is extremely simple for paying customer. The payment applications are “sesame street” simple featuring unrivalled usability and with a 3-step web interface in primary colors. Paying customers need not enroll or subscribe using the Online Resources patent-pending KnowEnrollSM process. Customers benefit from fast, convenient payment options that can help avoid termination of utility and other services.

Online Resources provides industry leading reporting services and capabilities:

Customized Daily Reports – with executive summary and supporting details of submissions, settlements, returns and representments;
Real-time online reporting for all payment methods and channels to enable current management oversight and to promptly verify successful payment authorizations in call center environments; and,
Real-time email notifications of pre-flagged accounts (such as delinquent utility accounts to avoid unnecessary service termination).

Data Mining Technology

Accurint® for Collections

The principal challenge in collections is locating the account holder. The Accurint research tool helps OMS locate more debtors, increase the dollars collected, shorten the collection cycle, improve the return on each locate dollar spent, and enhance operational efficiency.

Skip Tracing Technology

Experian MetroNet®

MetroNet® is a consumer and commercial locating tool that allows multiple search options to identify and locate the most difficult debtors with the most current information.

The MetroNet skip locating tool:

Increases our ability to locate debtors and individuals who have moved or are hard to find
Improves debt collection and recovery efforts
Increases worker productivity
Provides a cost-effective alternative to directory assistance

Verizon Web Based Directory Services

Verizon Web Based Directory Services (VBDS) replaces standard, telephone-connected directory assistance by providing a convenient, self-service way to find national listings. This browser-based application features a simple and highly intuitive interface, which makes it easy for collections personnel to find telephone numbers. Like traditional directory assistance, Verizon Web Based Directory Services performs comprehensive searches to retrieve business and residential phone numbers and addresses, but for considerably less than the cost of traditional directory assistance services.

Scoring Technology

Experian Collection Advantage®

Experian Collection Advantage® unique modeling technology delivers the most accurate and reliable consumer collections and recovery scores, because their technology has been developed specifically to deal with the unique characteristics of collections and recovery. The following are some of the distinguishing features of these models:

Experian Collection Advantage® models evaluate over 200 relevant variables to produce each score. More data means that meaningful information is more likely to be captured and analyzed.
Each model is continually updated with performance data – models never become obsolete.
The models use artificial intelligence technology, which means they improve over time.

With Experian Collection Advantage®’s models, OMS is able to predict with a high degree of accuracy whether the account is likely to pay, and if so, how much will likely be paid over a given time period.

Intelligent Results

Intelligent Results is the leading provider of customer analytics and decision management software that makes it possible to move from question, to action, to optimal results with dramatic speed.

Intelligent Results was founded by leaders in predictive analytics with real-world experience at forward-thinking companies such as Amazon.com and Microsoft.

The Intelligent Results partnership allows us to:

Reduce reliance on IT, statistical and operational resources.
Leverage real-world experience applied at forward-thinking companies such as Amazon.com and Microsoft.
Offer the ability to solve daily business problems and opportunistically capture competitive advantages.
Provide actionable analytics that lead to increased speed, quality, and numbers in the decisions we make.
Significantly reduce time between decision and implementation.