pega collections 7.21 product overview€¦ · product overview ... knowledge self-service...

PEGA COLLECTIONS Product Overview Version 7.21

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Pega Customer Service for Financial Services

Document: Product Overview

Software Version: 7.21

Updated: July 2016

CONTENTS

Product Overview .............................................................................................. 3 Omnichannel Service .................................................................................... 3

Cross-Channel Customer History ............................................................ 3 Pega Chat* .............................................................................................. 4

Pega Co-Browse* .................................................................................... 4 Outbound interactions .............................................................................. 5 Email Notifications ................................................................................... 5 Mobile Interactions ................................................................................... 6 Telephony Integration .............................................................................. 6 Knowledge Self-Service Portal/Mashup* .................................................. 7 Self-Service: Web Mashup* ..................................................................... 7 SMS Notifications .................................................................................... 7 Social Engagement Portal* ...................................................................... 7

Manager Tools .............................................................................................. 7 360° View of the Customer ...................................................................... 7 Comprehensive Audit Trail ....................................................................... 8 Quality Performance Management .......................................................... 8 Reporting and Analytics ........................................................................... 8 Role-Based Access ................................................................................. 8 Service Level Management ..................................................................... 8 Loan Default Management ....................................................................... 8

CSR Tools ..................................................................................................... 9 Accessibility Support ................................................................................ 9 Dynamic Interaction Goals ....................................................................... 9 Guided, Intent-Driven Processing ............................................................ 9 Intelligent Guidance ................................................................................. 9 Next Best Action Suggestions* ................................................................ 9 Expert Assist .......................................................................................... 10 Search ................................................................................................... 10 Support for B2C, B2B, B2B2C, and B2B2B Interactions ........................ 10 “One-and-Done” Service Process Automation ....................................... 10

Systems and Environment ........................................................................... 10 Pega Cloud ............................................................................................ 10 Business Rules ...................................................................................... 10 Case Management ................................................................................ 10 Visual Workflow ..................................................................................... 11 Knowledge Management* ...................................................................... 11 Pega Marketing for Financial Services Integration ................................. 11

Legacy System Integration .................................................................... 11 Situational Layer Cake ........................................................................... 11 Multiple Language Packs* ..................................................................... 12

Customer Service Requests ........................................................................... 13 Standard Service Requests ......................................................................... 13

Examples of Service Requests .............................................................. 15

Data Model ....................................................................................................... 18 Common Data Objects .......................................................................... 18

Roles, Portals, and Dashboards ..................................................................... 20 Collections Roles ......................................................................................... 20 Customer Service for Financial Service Portals ........................................... 20

Interaction Portal ................................................................................... 20 Case Manager Portal ............................................................................. 20 Persona-based dashboards ................................................................... 20 Account Manager Portal ........................................................................ 21

Pega Collections 7.21 Product Overview 3

Curious about Pega’s Collections application? Here is more information detailing what you get “out of the box” with Pega Collections: its features and benefits, its initial list of service requests, its data model, and the various pre-configured roles and portals.

Features marked with an asterisk (*) in this section are optional. Additional license fees may apply.

Pega Collections is a collections and default management customer service application that is part of Pega’s CRM suite specifically designed for the needs of financial services organizations. It consists of a contact center desktop and case management for customer service, and can also include chat and social engagement capabilities, knowledge management, mobile field service, self-service through web and mobile mashups, industry-specific processes and data models, and the ability to co-browse between customers and customer service and collections representatives (CSRs).

Pega’s application provides a single, unified, familiar interface for customer service and collections employees. It anticipates customer needs, and automates or intelligently guides each step of customer interactions, across any channel, to rapidly and continuously evolve your customer experience.

Increase Customer Satisfaction Reduce customer effort by meeting the expectations of customers in a single, consistent conversation across the entire customer journey.

Make Employees More Productive Bring information from all interaction channels into a unified desktop application so employees can work faster. Automate service tasks or assign them to employees while providing step-by-step guidance.

Rapidly Deploy and Continuously Adapt Make it easier and faster to translate changing business requirements for mission critical regulatory and compliance needs but also for new products, channels, devices, policies, and procedures, into an always up-to-date customer service application.

Omnichannel Service Pega Collections includes integrated, multi-channel support capabilities for managing telephone (inbound and outbound), web and mobile chat, email, social, web self-service, fax, and white mail service interactions.

Cross-Channel Customer History Pega Collections provides historical information to give CSR’s insight into what actions were taken on behalf of a customer during an interaction and related service requests.

The omnichannel capabilities of the application ensure visibility of these customer interactions regardless of channel. Whether your customers are getting answers on a web self-service site,

Product Overview


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a mobile device, or working directly with your contact center agents via phone or chat, your CSRs have visibility to customer history, regardless of the channel.

Pega Chat* Pega Chat broadens omni-channel customer engagement by providing effective and efficient customer service over the Web and mobile devices. It allows customer service representatives to interact with customers from your web site by sending and receiving text messages. As a CSR processes a case, appropriate text messages are inserted into the chat dialog to assist the representative and to improve service efficiency and consistency. A representative may push web pages to the customer to guide the customer to information and self-service options on the web.

Pega Chat is integrated seamlessly into the Pega Customer Service for Financial Services Interaction Portal providing a customer service representative one place to go for interacting with a customer via chat or other channels.

Pega Co-Browse* Pega Co-Browse lets customers share their screens with a CSR in real time, enabling the CSR to help the customer navigate a self-service portal or complete a task. Additionally, the Co-Browse functionality allows customers to redact sensitive information when sharing their screen with others.



Outbound interactions There are many scenarios within a contact center that require a conversation with the customer to resolve requests such as collecting funds for overdue accounts, obtaining documents, and validating contact data to name a few. Integrating the Outbound Call functionality into those service requests requiring an action to be performed by the customer allows you to leverage outbound calling features such as:

outbound call case management

detailed history of attempted calls

call times management to ensure calls are made within reasonable and regulated time

rescheduling a call when it’s more convenient for the customer

call verification to ensure you don’t violate privacy laws

auto-launching of the service request or assignment to resolve the action required by the customer.

Outbound calling is critical to a truly integrated operation improving time to resolution and customer satisfaction.

Email Notifications Send email notifications to customers reminding them of payments due, keeping them informed of status updates, and requesting required documentation. Email correspondence templates allow you to configure, style, and brand emails to meet your corporate standards.



Mobile Interactions Pega Collections may be used on mobile devices, such as tablets, to serve customers in person. Contact center supervisors may also use tablets to assist with customer interactions or cases. When accessed from a mobile web browser, the application provides a touch-friendly mobile portal that provides access to customer information, customer interactions and service processes. For iOS and Android devices, the application may also be packaged into a hybrid mobile application using Pega Mobile Client (separately licensed).

Service Requests or other actions can be configured to send mobile push notifications alerting the customer of updated information or required action.

Telephony Integration Pega provides Computer Telephony Integration (CTI) to make contact center operations more efficient and improve customer satisfaction. Pega Call enables seamless transfer of call



information from telephony systems to Pega Collections, ensuring that the customer does not need to repeat any information provided to voice-response systems. The application can use that information to start relevant processing and guide the CSR, improving service efficiency. Representatives can control phone calls from their desktops as part of service processing and transfer case information with the call.

Knowledge Self-Service Portal/Mashup* Pega Knowledge provides a self-service portal, supporting a mashup with your existing self-service web pages. Pega Knowledge help sites can be quickly configured, styled, and branded using the configuration tools in the authoring portal. The configuration tool automatically generates an HTML snippet that can quickly integrate the help site with your self-service pages.

Self-Service: Web Mashup* With Pega Web Mashup, you can easily add a Pega-built process to an existing mobile or web app. By embedding Pega capabilities such as service requests within your self-service, you can deliver a consistent customer experience without needing to make process changes in multiple places. In the collections environment schedule payment plan service request is provided through self-service.

SMS Notifications Send SMS notifications to your customer’s preferred mobile device for service request updates such as a change in status, or include other information such as payment reminders. Pega Collections ships with a sample integration with Twilio as the SMS gateway interface (requires a separate Twilio account and license). You can also configure SMS notifications to interface with other SMS gateways providers. The application utilizes SMS correspondence templates that you can configure, style, and brand to meet your corporate standards.

Social Engagement Portal* Pega Customer Service for Financial Services Social Engagement solution enables your global service teams to deliver amazing customer experience that is relevant and fast via social channels. To enhance social CSR productivity, Pega’s advanced technology cuts through noise and extracts only those social conversations that matter. Pega guides your CSRs through every social interaction with analytics including sentiment, topic, and influence score to adapt and execute the best service strategy.

A single, unified platform means CSRs are empowered with complete access to context across service channels, interaction history, knowledge base, and case management tools to deliver superior quality of service which is simply not possible with disjointed point solutions or siloed systems.

Manager Tools 360° View of the Customer Pega Collections consolidates relevant customer information from your legacy systems, interaction data, and service requests into a composite view. That way, CSRs have the full picture of your customers. Customer composites provide relevant account detail, interaction



history across channels, open and recent service requests. Customer information is also dynamically displayed based on the customer context and current situation.

Comprehensive Audit Trail Pega Collections automatically tracks CSR actions during customer interactions, research, and while working or resolving service requests. Interaction history provides clear insight into what actions were taken on behalf of a customer during an interaction and related service requests.

Quality Performance Management Pega Collections provides comprehensive quality review management capabilities to evaluate and monitor employee performance against your company’s quality criteria. Managers can select a sample of cases, review and score the work, and share feedback and coaching with CSRs. They can also add dynamic coaching tips to improve productivity and reduce training time by delivering real-time advice and instructions to individual employees while they are interacting with customers.

Reporting and Analytics Pega Collections includes a wide variety of standard reports and graphs providing real-time information regarding processes, work, assignments, and historical data for analyzing collections performance over time. Powerful drill-down analysis capabilities enable you to travel from a summary view of your entire operation down to the details of a single collections case.

Role-Based Access Managers can control access to the application, specific features, and data elements, using a combination of configurable roles and privileges. Authorized users can easily configure dialogs, coaching tips, and expert skills for service requests. Once configured, the changes are immediately available to CSRs.

Service Level Management To help you meet important performance objectives, Pega Collections provides sophisticated facilities for managing value-based service level agreements (SLA). You can assign and monitor work, ensuring that tasks are completed according to both business priority and customer value.

Loan Default Management Default Management/Loss Mitigation capability provides the solution for servicers to solve troubled loans, with offerings for all cycles of default strategies. The solution targets the most appropriate solution given the loan default stage and the borrower’s circumstances, such as a selective repayment plan to get the delinquent loans caught up; a modification plan to return the loan in default back to a scenario that works for all parties; or an alternative program such as foreclosure.

Default Management supports access to cases through multiple channels, contains robust document and condition management capabilities, provides rules-based calculation of modification types and amounts based on modification program guidelines, and includes a wizard to help business users quickly add or change programs to remain in compliance with various government and investor requirements.



CSR Tools Accessibility Support Pega Collections provides accessibility support. UI elements include support for both mouse and keyboard actions. When coupled with the Pega 7 Web Accessibility rule set, Pega generates appropriate markup that is compatible with common screen readers and accessibility devices to assist with ADA/508 requirements.

Dynamic Interaction Goals Interaction goals are configured using business criteria defined in a simple decision table. Pega Collections dynamically determines a personalized interaction goal based on customer information (for example, customer value, customer risk profile, collections status, and so on) and other contextual information, including contact center operational information if configured.

Guided, Intent-Driven Processing With Pega Collections, intent-driven processing guides users through every customer interaction — reducing training time and ensuring service consistency. Service processes can be specialized to the customer and circumstance, enabling personalized service for customers, but without compromising efficiency. Comprehensive dialog management makes it easier to personalize scripts for customers within the context of each interaction.

Intelligent Guidance During interactions, Pega suggests the next-best-action, intelligently guiding users step-by-step through a personalized service experience. To anticipate what each customer needs, Pega uses a combination of business rules and the interaction’s context. It can even use predictive analytics and self-learning adaptive models, leveraging both small and big data.

Intelligent guidance includes the dynamic display of dialogs (CSR scripting) and the coaching tips that are contextual with each interaction and service request. Managers have the ability to easily configure dialogs and coaching tips, helping to ensure a compliant, accurate up-to-date and consistent user and customer experience.

Next Best Action Suggestions* Personalize customer strategies by leveraging Pega’s Customer Decision Hub with the application, intelligently presenting the right offer or next-best-action suggestion at the right time. Predictive analytics enables marketers to design and execute marketing strategies with campaigns, inbound and outbound, while accurately anticipating customer behaviors to ensure the optimal payment offer or action is suggested for each customer.

Next Best Action can recommend payment plans, service requests, case reviews, or upsell, cross-sell, and retention offers.

With its intelligent campaign and payment offer management capabilities, Pega Collections for Financial Services helps you deliver the right payment offer or plan to the right customer at the right time. Integrated campaign setup and tracking capabilities enable you to easily manage your company’s collections campaigns.



Expert Assist With Expert Assist, CSRs can find skilled experts in real time as the customer conversation unfolds. Managers can match CSR experts with specific skills to specific service requests, so CSRs can quickly get help from their peers. Expert Assist requires Microsoft Lync.

Search Quickly search for contacts, accounts, service requests (cases), and knowledge content through Interaction Portal search.

Support for B2C, B2B, B2B2C, and B2B2B Interactions The application has built-in support to manage not only Business to Consumer and Business to Business interactions, but also agent-based service scenarios like Business to Business to Consumer/Business. That way, CSRs can see the appropriate context and view of the customer, even when they are supporting multiple clients.

“One-and-Done” Service Process Automation Through automated best-practice service requests that are directly integrated with your legacy and back-end systems, you can resolve customer issues in real time—without transferring or calling back customers, and without passing service fulfillment to the back office. That way, you deliver more efficient and effective service. Other capabilities such as automatic correspondence and service request audit trails minimize manual work and reduce time-consuming work transfer.

Systems and Environment Pega Cloud Pega Customer Service for Financial Services is available on Pega Cloud as well as on-premises.

Pega Cloud provides industry-leading infrastructure, enterprise-grade services, and operational excellence. Realize a faster time-to-value for your Pega investments and take advantage of the complete range of Pega Cloud services, from development and testing sandbox environments to fully managed production environments. You can even migrate applications from the cloud to your data centers as needed.

Business Rules Pega’s Business Process Management streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform. Rules and process automatically resolve work wherever possible.

Case Management Pega’s case management helps you simplify and automate work. Case management helps you keep your promise to your customers, connecting all the people and systems required to resolve each customer inquiry. It tracks related information, automates and assigns outstanding tasks, and connects front- and back-office activity, for end-to-end resolution.



Visual Workflow Pega’s Directly Capture Objectives (DCO) visual tools capture every aspect of how work gets done – from process to user interfaces, rules, and integration. You can easily configure workflows using Pega’s process modeler with simple drag and drop from a library of smart shapes. You can quickly add new service requests, automatically creating the infrastructure that the application requires. That way you can translate business requirements into finished applications without manual programming, reducing implementation time and bridging the gap between technical and business resources.

Knowledge Management* Increase CSR efficiency with the Pega Knowledge application to suggest relevant answers and information that is contextual to the service case or work flow. This allows the right content (answers) to be suggested to CSRs at the right place and time, reducing the need to search for answers, increasing first contact resolution while reducing average handle time. Pega Knowledge Help Sites allow you to share answers and other helpful information with your customers, helping to deflect costly calls into your contact centers.

Knowledge analytics provides insight into key usage and value metrics around the use of knowledge by your CSRs and customers alike. The authoring portal provides a configurable dashboard that can be personalized to provide the knowledge management information needed for individual authors.

Pega Marketing for Financial Services Integration The application is integrated with Pega Marketing for Financial Services to add decisioning abilities and use strategies defined in Pega Marketing to suggest the most appropriate resolution to the collection case. From the application, Pega Marketing for Financial Services functionality can be integrated to initiate different interactions for a customer based on the customer details and request type. It is integrated with the schedule payment plan service case to obtain offer flows for negotiation with a customer.

Legacy System Integration Pega Live Data simplifies the use of data in business processes by delivering the right data, in the right place, at the right time. It manages data requests behind the scenes so that data flows to the right process steps. It is easy to change and adapt for new data sources and new applications, across thousands of users.

In addition, Pega has a comprehensive suite of technology-level adapters that allow Pega applications to fit seamlessly into an enterprise ecosystem. Pega supports transport or protocol-level adaptors with form-based integration options, so that no custom code is required to connect to an external system.

Situational Layer Cake With Pega’s Situational Layer Cake, you can automatically tailor applications to the business context in which they operate. Variation of scale is all handled in one version of the application, using a coherent layered architecture. Pega efficiently delivers repeatable, differentiated solutions by re-using common policies and procedures in multiple business units, channels, geographies, and customer segments.



Multiple Language Packs* Language packs support localization of applications through use of translated field values for buttons, prompts, and labels. Language packs are available for Pega Customer Service for Financial Services in Italian, French, Japanese, German, and Spanish.


Standard Service Requests This table lists the standard service requests available with Pega Customer Service for Financial Services. Your company may choose to implement additional or alternate business processes.

Service Request Description Account Address Change Change the address of the account on your company’s system of record and sends

confirmation correspondence to the customer ACH Duplicate Posting Search for duplicate ACH postings on behalf of a customer Activate Card Activate an existing card on behalf of a customer request Add Business Add a new business unit to an account Add Contact Add a new contact and authorized role to an account Balance Transfer Transfer an outstanding credit balance from one account to another internal or

external account Bill Pay Accept a payment for an account and/or set up recurring payments Billing Inquiry Look up billing statements for a time period on behalf of a customer, and initiate an

inquiry on a specific billing item Change APR Allows the CSR to reduce the APR for a set term on an account Change Billing Cycle Date Change the billing cycle date for recurring account bills Change Standing Instructions Add, change or delete the existing facilitated periodic scheduled payments or

transfers upon request of the customer Close Account Close an account and present retention offers to the caller Communicate Message Access a specific communications script (such as a new customer welcome

message) that applies to the contact Complaint or Compliment Record a complaint or compliment during an interaction and present system-

determined restitution or reward offers to a customer Confirmation Copy Send the customer a copy of the Confirmation of a Financial Transaction on their

account Credit Line Management Request an adjustment to the customer’s credit line on behalf of the customer Dispute Transaction Create a dispute-transaction case, at the request of the caller Distribution Request Request distribution of dividends, interest and capital gains ("earnings") from the

Brokerage account Fee Inquiry Request for a fee inquiry on behalf of the customer regarding a fee charged onto

that customers account Force and Stay Allows a service provider to force a case into collection outside of the file feed

process General Service Request Create a general service item; use this process to capture and route work when an

automated workflow has not been created IRA Rollover Facilitate an IRA rollover on behalf of a customer Letter of Guarantee Inquiry Check on status or confirm the existence of a commercial letter of guarantee Log Sales Opportunity Add, view, and modify sales opportunities

Customer Service Requests



Service Request Description Lockbox Missing Batch File Receive a report of a missing lockbox batch deposit and initiate an investigation Lockbox Missing Payment Receive a report of a missing lockbox payment and initiate an investigation Lockbox Proof Error Receive a report of a proof error and initiate an investigation Lost/Stolen Receive report of a lost or stolen card and reissue a replacement card Modify Account Links View and maintain a list of accounts associated with a contact Modify Business Unit Links View and maintain a list of business units associated with a contact or account Modify Contact Links View and modify the contacts associated with an account Manage Entitlements Verify and add signers eligible to access an account upon the customer’s request Open New Account Submit a new account application Override SLA Set SLA profile overrides to designate priority handling of customer requests Remove PMI Allows a CSR to remove the Private Mortgage Insurance on a qualified loan

account Request Modification Allow CSR to select loan modification programs provided as part of the Default

Management capability based on the response to the questions provided by the customer

Request New Plastic Receive and process a request for a new card Request PIN Receive and process a request for a new or reset PIN number Required Minimum Distribution Facilitate a customer’s request for the required minimum distribution from their

retirement accounts (Re)schedule Payment Plan Allows CSR to select from a set of suggested repayment plans for customer in

collections Resolve Collections Provides the CSR the ability to resolve the collections case through a scheduled

payment plan or other acceptable resolution Schedule Activity Schedule a follow-up call, task, or appointment during an interaction Send Correspondence Generate an e-mail, fax, or mail document to a customer, based on available

templates Settlement Offer Allows the CSR to provide a settlement to the customer regarding an outstanding

account balance Special Circumstances Record special circumstances to a customer’s record to be taken into account

regarding payment and collections issues Statement Copy Submit a statement photocopy request on behalf of a caller Suggested Item Review Review open service requests for a customer, as suggested by the system (service

requests to review are configurable) Suggested Offers Select and present cross-sell and other offers to a customer Take a Payment Allows the customer to make a payment from another account held either within the

organization, or from an external source Transfer to Agency Provides the CSR with the ability to transfer a collections case to a third party

agency Update Business Unit Details View and maintain information associated with a business unit including name, tax

ID, and so on Update Business Unit Address Details

View and maintain address information associated with a business unit

Update Business Unit Communication Details

View and maintain communication information associated with a business unit



Service Request Description Update Contact Communications Options

Change the contact’s phone numbers, e-mail, and social media contact information including setting express consent status and primary methods of contact.

Update Contact Profile Change the contact’s personal information, addresses, and communication and verification preferences.

Examples of Service Requests Schedule a Payment Plan

Initiate Hardship Program



Transaction Inquiry

Modify Account Links



Schedule Activity


Common Data Objects Pega Collections for Financial Services leverages the Financial Services Industry Framework to provide common data objects to manage customer and account data. Some of the object types, such as “Account” and “Contact,” expect data to be sourced from an external system of record.

The following matrix provides the key objects used in the application and their respective Data Pages. You can use the Data Explorer in the Designer Studio to review all Pega Customer Service for Financial Services Data Pages.

Object Type Description Customer Customer data including a commercial organization. This object type requires data from

an external system of record. Accounts A consumer or business legal entity that has financial obligations with the business. An

account generally has one-to-many contacts, each with different authorized roles.

Customer service for Financial Service supports different account types such as Retail and Commercial Deposits, Credit Cards, Loans, and Wealth and Brokerage.

This object type requires data from an external system of record. Transactions Individual transactions such as withdrawals, deposits, bills, or stock purchases.

This object type requires data from an external system of record. Household Allows a set of customer’s assets to be aggregated into a household view.

This object type requires data from an external system of record. Beneficiaries Associated directly with accounts, this allows an account such as an investment account

to have designated beneficiaries.

This object type requires data from an external system of record. Interaction A communication with a customer through a channel such as phone, chat, email, or

other media. An interaction can have zero or one-to-many service requests to address a customer’s requests or issues.

Service Request A service request is a distinct process or case that is logged on behalf of a customer to resolve an issue or request, such as an address or profile change, or a disputed charge. See Chapter 3 - Customer Service Requests.

Data Model



Logical Data Relationship Model (Pega Customer Service for Financial Services 7.21 leveraging the Financial Services Industry Foundation 7.17)


Collections Roles Pega Collections for Financial Services supports key roles associated with collections contact centers. The table below describes the roles shipped with the application for access to the Interaction Portal and the Social Engagement Portal.

Role Description CSR CSRs handle customer inquiries and service requests by phone, email, chat, mail, fax or

other channel. Manager Managers manage teams of CSRs, monitoring overall performance and operations of

the contact center. Account Manager The Account Manager is responsible for specific customer accounts and utilizes the

Account Manager portal in a traditional back-office role. Business User The Business User is responsible to create any new loan modification programs Case Worker Back office case worker that manages and resolves customer service related cases. Case Manager Manager manages teams of case workers monitoring overall performance of the

operations.

Customer Service for Financial Service Portals Each of the pre-configured roles has access to portals designed to present information and help drive their decisions.

Interaction Portal The Interaction Portal provides the main customer service portal for both CSRs and managers for handling customer interactions across channels including chat and co-browse capabilities. Managers will have access to Manager Tools and to common configuration tools within service requests, such as Dialogs and Coaching Tips.

Case Manager Portal The Case Manager Portal provides the back office portal for case managers to resolve customer interactions in a timely manner taking full advantage of Pega’s robust case management framework. Integrated seamlessly with the interaction portal, transactions can be handed off from front office to back office service personnel.

Persona-based dashboards Pega Collections for Financial Services provides personalized dashboards and preconfigured charts, known as “widgets”. The application ships with a variety of widgets for CSR’s, CSR Managers, and Account Managers. Dashboard personalization allows users to customize their dashboard view. New widgets can also be created to display key metrics unique to your business and persona.

Roles, Portals, and Dashboards



Account Manager Portal The Account Manager portal provides similar capabilities as the Interaction Portal, but is targeted for back-office account managers or sales personnel.

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