Case Study: Advantis Improves Customer Service with MaxContact IVR, Auto-Payments and Webchat

Advantis Transforming debt collection with automated payments

Advantis, a leading debt collection and credit management agency, was spending too much agent time on routine tasks like taking payments and answering basic account queries. To improve efficiency and free agents for more valuable customer conversations, Advantis turned to MaxContact’s contact centre platform, including IVR, auto-payments, and webchat.

MaxContact implemented IVR and auto-payment functionality so customers could check accounts and make payments 24/7 without waiting for an agent, while webchat handled simpler requests online. The results were significant: 100% of payments are now routed through the voice IVR platform, webchat volumes rose from 20,000 to 31,000 in a year, and agents gained more time for negotiation and higher-value support, improving both efficiency and customer experience.

Advantis

Brian Roscoe

IT Director