Collections in the Cloud: preparing contact centers for the future while fulfilling their needs today. SoundBite's Contact Center Solutions, including its Hosted Dialer, frees organizations from being tied to expensive and inflexible on-premise equipment and efficiently addresses capacity needs in a dynamic collections environment.

SoundBite offers an integrated, multi-channel offering with a full suite of pacing, CTI, and agent utilization tools. As a result, contact centers can leverage a variety of communications channels from SoundBite Engage, the intelligent, multi-tenant cloud communications platform.

Collecting Debt One Manually Dialed Call at a Time

by Chris Bohlin May 10, 2013 4 Responses

A court recently ruled that calls to mobile phones must be done manually and not via any system with the capacity to make automated dials. The challenge itself is quite simple: How does an organization, charged with recovering debt from consumers, make enough “manual” phone calls to a growing mobile population to reach enough consumers to actually make any money?

Facing Facts: Two Truths About the TCPA

by John Tallarico April 26, 2013 (Be the first to respond)

No matter how hard we try to comply with TCPA, we find ourselves battling it every day. Whether fighting a class action lawsuit, or fighting to get clarity over the broadness of language.

The Emergence of Hybrid Contact Centers 2.0

by Jim Milton April 15, 2013 (Be the first to respond)

The ability to effectively and efficiently blend and escalate different types of calling, including predictive, preview or manual calling, across multiple channels (voice, text, web and email), provides ARM companies with powerful strategies aimed at increasing consumer outreach and improving customer experience.

Mobile: One More Tool in Your Collection Toolkit

by John Keyes March 22, 2013 (Be the first to respond)

Mobile text as a collections tool offers organizations a simple and effective cross-channel approach that can increase agent productivity and result in a lift in payments.

ICO Recommendations: Securing Your Data Artfully in the Cloud

by Frank Sherlock March 20, 2013 1 Response

We at SoundBite applaud and endorse the UK’s Information Commissioner’s Office (ICO) advice and guidance about data protection and freedom of information.

Cloud-Curious at DBA 2013

by Hugh Garber February 7, 2013 (Be the first to respond)

Many of the collections organizations I spoke with today were very cloud-curious and interested in learning how to best modernize their processes. We’ll continue to see contact centers migrate towards the cloud, driven largely by the increased flexibility and cost effectiveness that cloud services have on bottom line profitability.

Text as a Conversation for Collections

by Matt Edmunds January 22, 2013 (Be the first to respond)

Besides its wide acceptance in our day to day lives, text has become an effective channel for call center collections.

SoundBite Partners with TMCnet on Webinar to Discuss How Organizations Can Mobilize their Collections Strategies

by insideARM.com January 22, 2013 (Be the first to respond)

SoundBite Communications, Inc. (NASDAQ: SDBT), a provider of customer experience management solutions, will present a webinar on January 23, 2013 at 2p.m. EST entitled “Mobilizing Your Collections Strategy.”

Put Compliance on your New Year’s Resolution List

by Jeff Stroum January 4, 2013 (Be the first to respond)

When contact centers start working on their compliance resolution, they should look at the cutting edge tools available to make compliance easy and achievable. Dialer technology, for example, must be adaptable in the face of the ever-changing regulatory landscape.

Poor Customer Experience Comes at a Price

by Debbie Braunert December 12, 2012 1 Response

Companies can’t risk a customer having a bad experience at any point in the customer lifecycle, whether it is during the point of sale, during a service appointment or when making a payment.

FCC Text Ruling: Everyone Wins

by John Tallarico December 3, 2012 (Be the first to respond)

Last week’s action on text messaging compliance by the FCC is a win for both consumers and businesses alike. If you make a living trying to capitalize on doubt and uncertainty, it was not such a good day.

Regulatory Compliance, No Safety Net Required

by Tim Segall November 28, 2012 (Be the first to respond)

Compliance knowledge is not a burden, it’s a mandate. Contact centers that more effectively mitigate risks, manage privacy and comply with regulations, worry less about the multitude of regulations.

Shut the Front Door! I Didn’t Order Text with My Pizza!

by John Tallarico November 20, 2012 (Be the first to respond)

As an industry, we have a responsibility to consumers to abide by their consent and preferences, and never break the trust. Without this, class actions will abound and vendors like ourselves will continue the struggle to show there are many responsible players out there who would never have let these messages leave the front door.

Yippee Ki-Yay – Implementation Dates for FCC and TCPA Have Been Set

by John Tallarico November 1, 2012 11 Responses

This week, new FCC implementation dates were published in the Federal Register. Previously, the FCC released a Report and Order in February 2012 that made major changes to the TCPA.

Halloween Costumes and Text Messaging: Collections Strategies are Evolving

by Matt Edmunds October 15, 2012 (Be the first to respond)

Don’t be scared to be different this Halloween. Creating text conversations for debt collection can be a real “treat” when done right.

SoundBite’s Video Recap from Debt Connection Symposium 2012

by insideARM.com September 21, 2012 (Be the first to respond)

Last week at the Red Rock Hotel in Las Vegas, Dennis and Judy Hammond hosted the annual Debt Connection Symposium (DCS). DCS 2012 offered a great opportunity to take stock of the current state of the ARM industry, network with old and new colleagues, and in general, have a great time.

Give Your Collection Agents a Map to Success with Scripting

by Jeff Stroum September 4, 2012 (Be the first to respond)

From new hire orientation to compliance jargon, or even simple program changes, agent scripting can be a key debt collection tool, helping agents navigate new territory.

Secret Sauce for Your Collections Strategy

by Matt Edmunds June 11, 2012 (Be the first to respond)

How can ARM companies maintain their contact rate metrics and increase collection rates in their existing campaign strategies? Design a strategy that includes channel blending as your secret sauce.

Risk Mitigation and Compliance – Why Take a Risk?

by Jeff Stroum May 4, 2012 (Be the first to respond)

The topic of risk mitigation and compliance is always at the forefront of any contact center operations. But the trick is, you must also develop and execute contact strategies to increase right-party contacts and, ultimately, revenue.

RFPs: Got Your Head in the Cloud?

by Chris Bohlin February 17, 2012 1 Response

Last year while shopping for my first home, I can honestly say that I had little idea what I was doing. Fortunately, I was able to use the recommendations of friends, family and numerous online tools to help me make my decision. This was not a quick process however. I spent the better part of [...]

What Can Tim Tebow Teach Us in Collections?

by Matt Edmunds February 1, 2012 2 Responses

There are many things Tim Tebow can teach those of us in the collections and contact center world that can immediately change our fortunes.

Contacting Customers: A Legal Tug-of-War That Doesn’t Have to Be

by Matt Edmunds November 15, 2011 (Be the first to respond)

Most of my conversations in the industry are with those individuals running the call centers who are aggressively striving for every bit of revenue they can get. If I had a dollar for every one of those individuals who expressed frustration over the frequent internal debates with their legal counsel about customer contact rules