New Adeptra Analytics to Enable Banks and Card Issuers to Link Data

READING, UK; NORWALK, CT, USA – Adeptra, the recognized leader in automated customer communications, today announced the release of its analytics platform, Adeptra Analytics, to enable financial organizations to build smarter consumer credit and risk management strategies. The platform, developed in conjunction with a number of Adeptra’s global financial customers, is a market-first with near real-time visibility into the success of credit risk management.

With Adeptra Analytics, organizations can use collected data to determine the best way to professionally treat cases. For example, the system might indicate a correlation between customers’ ages and their likelihood to respond to SMS prompts. Armed with this information, banks can rapidly refine and improve their strategies to elicit desired responses from customers, rather than having to wait for results from lengthy campaigns.

Adeptra Analytics uses data collected from campaigns, supplemented by additional information such as the actual occurrence of fraud in cases that are handed off to contact center agents, to refine the customer systems and underlying communication strategies. It can operate in offline mode, running queries over historical data, or in real-time, dynamically adjusting processing strategies based on changes in the results of queries.

Tony McGivern, CTO of Adeptra, said: “Everyone at the moment is using generic tools for reporting, but what we are offering is a domain-specific tool. We understand what the data looks like and we are providing analytics specifically for credit risk management. In addition, customers using generic products have to pull together data from different sources, whereas with us it’s deeply integrated and can even operate in real-time.”

Adeptra Analytics is focused around what it terms the ‘Four A’s of Analytics’: Acquiring the data needed for analysis; Aggregating data to make it searchable and usable; Answering the key questions customers ask and presenting the answers in a user-friendly format; and Adjusting the Portfolio Manager rules based on the results. The analytics are also integrated with the forthcoming Adeptra Decision Engine, which uses contextual information about individual accounts to make better decisions about the treatment of fraud, payment reminders and opt-in marketing.

McGivern added that access to the information in near real-time would give customers a significant advantage. “In collections, for example, promise kept rate is an important metric for banks. But if you have to wait eight weeks for the results of a campaign, then it’s less effective. By using the integration capabilities we are providing, banks will get faster, more actionable information.”

About Adeptra
Adeptra is the global market leader in Auto-resolution™: technology that automates key call center interactions to reduce their cost and dramatically increase performance. Applications are fully integrated, industry-specific solutions for business processes such as fraud detection, payment reminders and opt-in marketing.

Distinct from less sophisticated auto-dialer systems, Adeptra combines recorded dialog with state of the art natural language to reach out to individual customers and personally engage with them about important, time-sensitive issues. Adeptra is able to make thousands of customer contacts simultaneously and achieves higher levels of portfolio penetration and produces significantly better results than human agents alone. The resolutions it secures are delivered into clients’ computer systems for reporting and analysis.

Among its many customers, Adeptra is used by the majority of leading retail banks across EMEA, N America and APAC. It occupies a premium position in the market by continually reinvesting in its technology, operations and service structure. The company’s commitment to the highest standards of data security compliance was recently re-confirmed, as Adeptra became the first Interactive Voice Messaging organization to meet both Payment Card Industry Security Standard (PCI DSS) v1.2 and ISO27001 standards on a global basis. For more information, visit www.adeptra.com

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