Case Study: CBV Collection Services achieves increased collector productivity and account penetration with Alvaria

CBV Collection Services - Customer Case Study

CBV Collection Services, Ltd., a century-old Canadian collection agency with five offices serving public and private clients, needed a modern, scalable contact-center platform to replace an aging predictive dialer that lacked IVR, ACD, text-to-speech and growth capability. The agency sought a flexible solution that would integrate with its existing systems and support both outbound and inbound collection programs.

CBV implemented Noble Systems’ unified, blended platform—adding IVR/TTS, predictive/power/on‑demand dialing, skills-based routing, unattended messaging, AS/400 and CXM integration, Cisco VoIP support, and real-time Maestro reporting. The new system increased account penetration and inbound flow, boosted collector productivity, improved first-call resolution and performance benchmarking, and provided ongoing implementation and support.

CBV Collection Services