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CP / M, DOS and UNIX
Recognizing the many shortcomings of account ownership rule sets (e.g., hours worked vs. potential facility calling hours),
Tritium's management focused on collection workflow without collector ownership rights. Deployed in a UNIX environment,
after initial work routing in CP/M, traditional collector ownership was replaced with a collection "status" system in 1994.
First Generation of Fusion (Version 1.0)
Fusion 1.0 was designed to be interoperable with other host collection systems. This first incarnation of Fusion allowed
custom rule sets to drive collector phone presentations without collector ownership rights. Fusion 1.0 was built with a
direct Mosaix Dialer interface supported via a Web-Based Reporting System.
Fusion E-Mail Interface
The Fusion E-Mail interface was designed as a direct tie-in to Microsoft Outlook and was specifically created to deliver
call back process within Fusion. The interface reports success/failure rates of electronic audits while populating event
completion logs. These distribution lists are based on "chain of command" features. Utilizing e-mail to derive work process,
within the collection department dynamic, helps management determine the status of a project based on schedules and its
assigned human resource allocation.
Fusion 2.0
The second release of Fusion included:
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- An account re-scheduling engine
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- Enhancements to the Fusion Help files (e.g. area code tables, FDCPA text, a client documentation interface, etc.), an advanced Attribute System (account process drivers)
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- A more evolved Account Listing System
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- Advanced Account Searching Capabilities
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- A complete Agent Work History Retrieval System (records minutes, hours, days, months, years, user screen resizing functionality at the collector level
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- Client auditing systems (summary information pertains to work effort and completed operational tasks)
Fusion Scripting
Fusion's scripting technology was originally designed to identify and re-distribute "dialer detections" reporting
"recorder, no message" or "operator intercept". It has subsequently evolved into an audit capability where entered
transactions are electronically analyzed for recurrence of a specific dialer, or human transactional event. This
tracking ability acts as the foundation of a redeployment account builder that is based on proven best practices.
The hierarchy of scripting events includes:
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- Telecommunications repair via NPA/NXX
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- Area code and prefix fix
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- Correction of bad address or wrong zip codes, age
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- Balance
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- Age
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- Account attribute
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- Broken promise
Scripting can also determine the need for additional data feeds and act as a distributor of skip-tracing process.
Fusion Data Retrieval
Fusion connects to data providers (Credit Bureaus, 411 Source Providers, etc.) via dedicated circuits, if available.
Fusion populates and dials leads within 24 hours of account placement on the day the account is scheduled to be worked
based on pre-defined contract agreements and pre-agreed work searching standards.
Fusion ACB System
In order to assist collectors with validation of check routing information, the Fusion ACB System facilitates:
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- Validation of bank routing information via routing number tables which determine bank name and authenticate customer's bank name and address information during phone conversation
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- Hosting of existing and new bank information in a unified environment
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- Updating of bank status for new routing and address information
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- Conversion of checks into ACH transactions
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- Separation of customer address information from published customer address on check to insure clearance
Fusion Speech Dialer
The Fusion Speech Dialer builds intelligence behind the electronic removal of phone numbers while utilizing auto dialer
technology. This sound recognition system correctly classifies phone recordings which then allows:
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- The purging of dialer file errors related to RBOC 3-tone miss-detects
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- The storage of a wave file library of recorded sounds that represent repeated errors
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- The electronic identification of telephony switch algorithms that perpetuate business number and voice mail systems
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- The lowering of spinning dialer events on existing auto-dialer technologies
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- More lead numbers to be introduced into collections without compromising desired penetration levels (daily phone attempts per account)
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- Exchange tables to be utilized to properly re-classify new numbers found and translates area code and prefix information correctly within the dialer applications
Fusion Training Systems
Fusion Training Systems are highly effective in teaching complex collection process to candidates that have little, or no,
prior collection experience. The course requires each new hire to participate in a vigorous exercise of memorization and
study that occurs over an initial 4 day period. The class utilizes technology that presents material, and then asks on-line
questions requiring answers that can be reviewed by an instructor in real time.
This course is presented as computer-aided instruction with more than 160 screen shots and 250 interactive questions.
The curriculum is not a simple test/fail assignment but an indoctrination into the teaching philosophy built into the
Fusion Collection Platform that:
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- Identifies which students are having difficulty with course material via Fusion's Class Report Card System
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- Provides trainers with technology that allows them to take responsibility for class performance
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- Supports all training applications within a specific collection operating environment in the form of specialized help files and rule-based decision trees
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- Teaches the intricacies of proper negotiation strategies
Fusion Log-Viewer Technology
Fusion's Log-Viewer Technology was created to inter-join characteristically fragmented business process into a unified
deployment and completion work engine. The Log-Viewer System:
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- Coordinates all functions associated with accounting, business administration and clerical processing
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- Separates deployed process by department based on predefined schedules (notices/ data/ inventory controls)
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- The electronic identification of telephony switch algorithms that perpetuate business number and voice mail systems
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- Reports and generates e-mail that tracks specific process failure or completion (Fusion Alarm System)
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- Builds client-specific libraries of billing cycle process (calendar process drivers)
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- Works with distribution tables and security clearance standards
Fusion Switch Reporting Interface
The Fusion Switch Interface is a technology that creates a direct relationship between ISDN return codes, collection
operations and reporting. The technology generates analysis based on collection business rule sets and is extremely
useful in creating service level standards. The analysis available allows:
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- Statistics to be tracked by client, product and collector as it relates to all dialer, manual, and inbound calls
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- Transactional information can be integrated into the inbound call event as a service level standard
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- An inbound reporting system that does not require management to continually micro-manage inbound call performance
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- The analysis allows each recorded event to be stored transactionally, i.e. outcome of phone call
Fusion's Contribution To Payment Analysis System
Fusion provides points of credit for collection efforts, resulting in a payment event, which acts as bonus drivers for
collectors and indicators of process success. This information helps management teach process on a wider scale. Fusion
leverages the information gained at the collector level and then represents the information as evidence of collector
success or failure. The system becomes the primary driver of business performance at the collector level. It rewards
people for following their training and allows collectors to understand the dynamics of their work effort. The system
creates common denominators where primary collection competencies are based on:
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- Negotiating properly,
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- Leaving correct messages,
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- Finding new numbers and scheduling
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- Accurate call backs that can be tracked for success as it correlates to a payment event and,
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- Management can assign appropriate credit or payment splits based on return checks and broken promise events
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- Collection events can also be credited back to the originating source of phone number information
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- True benchmarking of business best practices is provided by the ability to create direct customer contact
and then compare it to right party connect to promise ratios, promise to pay kept percentages, average
payment as a percentage of balance, bad check performance and all telephone events on a "collector-by-collector" basis.
SQL Workflow Builder
Fusion work process combines large dialer environments with detailed operational audits. This ability to combine collection
concepts is supported by Microsoft SQL Interface. This allows:
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- Client-specific workflows that can be created based on a wide variety of data combinations (high balance, confirmed numbers, etc.)
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- Workflows that can be created without compromising dialer callback status
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- Status-centric collection applications that can include higher probability of payment work segments (confirmed numbers)
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- A web-based interface that allows the client to create, email and deploy workflows and track application progress
Fusion 3.0
Fusion 3.0 provided continued enhancements for varied operational tasks most of which were highlighted at the collector and
client level. New features include:
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- An enhanced web-based reporting system utilizing OLAP/SQL
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- Complete call analytics
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- Dialer, manual, inbound in one interface
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- Complete address location log library (reference point for additional data queries)
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- Complete skip-tracing effort indication systems (Phase Commitments)
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- An enhanced delinquency counter system (days to work strategies)
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- Leasing and loan payoff calculator systems
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- Leasing and loan buy-out request systems
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- Complete attribute tracking systems (days pending information)
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- Collector-based historical contact tracking systems (day, collector, time, customer, number called)
Fusion Data Warehouse (OLAP)
Fusion's Data Warehouse (FDW) makes it possible to perform detailed analyses of collections, skip-tracing and telecommunication
events. These advanced analytics can be used to drive best business practices. Real-time analysis of client data assures
compliance and optimal portfolio performance.
Fusion Power Dialer
Fusion's Power Dialer technology allows a collector to select a number to be dialed and launch the call within the Fusion
collection workflow. All call traffic is passed directly though the Fusion Switch resulting in much faster connect times.
Fusion's Power Dialer is utilized with Internet connectivity. The system operates as a manual addition to Fusion Autodialer
applications and is useful in audit and firewall environments. This advanced dialing technology:
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- Reduces keystroke errors by 100%
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- Assures faster connect times
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- Works seamlessly with Fusion's auto-dialer environments
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- Is 300% faster than manual dialing
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- Increases accuracy in tone identification resulting in faster call disposition
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- Expedites call traffic resulting
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