Case Study: Concord Servicing Corporation achieves 25% greater collections efficiency with Altivon

Open Architecture of All-in-One Solution Lets Loan Servicing Company Increase Collections Efficiency

Concord Servicing Corporation, a loan servicing and collections company based in Scottsdale, needed a more flexible contact center platform to manage inbound and outbound collections across multiple sites and portfolios with different rules, regulations, and dialing requirements. Its older proprietary PBX and dialer systems were costly to maintain, hard to integrate, and limited visibility into performance, leading to too many dropped calls and lower contact rates. Concord selected Altivon to help deliver a new solution built on Customer Interaction Center® (CIC).

Altivon implemented an open-architecture, SIP-based CIC contact center with blended inbound/outbound calling, predictive dialing, reporting, and disaster recovery support. The new system, called Console by Concord, integrated with Concord’s internal workflow engine to optimize account selection, improve local caller ID display, and manage voicemail handling. As a result, Concord achieved a 25% increase in efficiency, raised contact attempts per hour from 16 to the low 20s, and now handles about 250,000 calls per month with fewer dropped calls.

Concord

Randy Babcock

SVP of IT