Since 1996, Latitude’s focus has been to provide the most forward-thinking, attractive solution to the business needs of different people and companies in the accounts receivable management (ARM) space. Since our acquisition by Genesys in 2016, Latitude’s roadmap for the future continues to be bright. We’re growing, innovating, and reshaping the technology expectations and customer experiences of ARM companies and their consumers.
Innovation Meets Function
When we started, Latitude primarily targeted the needs of collection agencies. After all, we were started by a couple of guys IN an agency. Since then, we’ve maintained continual concentration on development and modernization. We have evolved along with changing regulations and consumer trends to offer the most innovative, flexible, and functional software solutions for not only collection agencies but also for creditors and other ARM organizations. Latitude by Genesys®’ strategy since the beginning has been to expand upon our products to continually provide a better experience for our customers and the consumers that they service.
“Latitude has always maintained a sense of urgency related to our clients’ needs because the environment that surrounds them changes so rapidly. Since leaving my in-house position at Latitude, I have been able to build a strong consultancy through the incredible Latitude community. Literally, my business depends on the dedication Latitude's customers have for the software,” says Kenny Goedelman, former Senior Director of Software Development, and now Founder of Native Consulting, a Latitude-focused services consultancy. “The spirit of the software is openness, adjustability, and empowerment. This means we create solutions for real world, modern day problems by empowering our clients with full access to their data and easy to use interfaces and tools to let them customize Latitude to meet their specific business needs. We continually expand our products and get the job done because of the solid infrastructure that exists beneath the Latitude by Genesys® platform. I’m proud to be partnered with Genesys.”
Evolution Through Collaborative Feedback
The highest quality software involves the input, feedback, and collaboration of actual users. One of Latitude’s greatest strengths has always been listening to our customers and processing their feedback to develop and integrate timely technology solutions into a continuously changing environment. We organically assess marketplace needs while also relying on the active engagement of our users to relay their requirements and give status updates on how the world is evolving for them. In our early days, we leveraged conferences to gather feedback; today, we rely on our advisory board of industry leaders and partners who are also Latitude by Genesys® users.
“Voicing our business needs to Latitude has helped us to solve problems, evolve with changing requirements and have a seat at the table to drive the future development roadmap,” said Marian Sangalang, Vice President of The Bureaus, Inc.
Our team actively engages, listens to needs, evaluates how we can best serve our users. Our R&D team is attentive to the feedback and results they achieve to make sure that we are solving the problems that our clients encounter in their everyday business activities.
“Since day one, Latitude has always had a solution-based perspective and has continually evolved our products to meet the needs of our customer base. Time and time again, our customers tell us about the value add and efficiency that Latitude by Genesys® brings to their processes and overall compliance. This consistent, positive feedback is incredibly motivating and there is a palpable feeling of excitement throughout our team when we look toward the future,” says Ian Winder, Product Director and Line of Business Owner.
Long-Term Customer Relationships
With the average tenure of Latitude customers exceeding a decade, our team creates long-term relationships of proven success. We believe in face-to-face demos and in-person meetings when possible as well as organic conversations to build stronger connections and create collaborative environments. A keystone of our company culture is to remain agile so we can effectively evolve our products, create a globally positive customer experience while driving business success for every customer.
“Through the years and many changes, we have never wavered in our commitment to fostering genuine relationships with our customers,” says Sales Manager Kenny Baker. “Our team has always done a phenomenal job of meeting our clients’ varied needs, and the flexibility of our software enables us to quickly create and integrate what they need to be successful. Latitude by Genesys® has never wavered in our vision to provide the best possible software for the ARM industry. Customer feedback is our roadmap for the future, and by maintaining open lines of communication for 25+ years, we’ve created valuable partnerships and brighter futures for our customers.”
The Genesys Commitment to Latitude
Since Genesys acquired Latitude, there has been a major investment in resources and support, including hiring more software developers to continually improve the product as well as an investment in customer support,marketing, and customer success teams to improve our client experience. These valuable resources are driving overall strategy in an exciting direction while accelerating the development of scalable solutions for our current and potential client base. Genesys brings the best of the contact center capabilities, and in combination with Latitude, it's everything a collection group needs to collect debt. “Genesys’ commitment to Latitude has never been stronger because the combined value proposition for customers is so strong.” says Cris Bjelajac, Latitude Line of Business Owner. “Collection entities need a powerful platform like Latitude AND need flexible contact center options with Genesys to operate. Together we are almost like a collection agency in a box. Just add agents.”
With all of this in place, our 45+ partner network is expanding rapidly and our employees are reinvigorated by the growth we are experiencing. Latitude now encompasses much-desired offerings such as Genesys Cloud integration, end-to-end functionality, workflow automation, complex integrations for secure data exchange, and the shift to a browser-based application versus our original, installation-based software program.
“Latitude has a history of resiliency and success, but together with Genesys, we are turning insights into action to deliver exciting new options. We want our customers to know that we are so passionate about them and their success,” says Beth Goedelman, Senior Manager of Professional Services. “Latitude by Genesys® has the internal processes and culture of commitment that it takes to think outside the box and develop enhanced solutions to help them achieve their goals. When change happens and there are deeper problems to solve, Latitude will always be a ready partner to continue the innovation loop through open communication, investment in development, and commitment to results.”
What’s next for Latitude by Genesys®? Our team starts each day with a feeling of excitement and concludes each project full of ideas and a feeling of invigoration. The future is bright and momentum is strong. Contact our team to learn more about how Latitude by Genesys® can transform your business, increase your compliance, and maximize your efficiency. One conversation and you’ll understand why our customer experience is one of the best in the industry and why our customers partner with us for long-term success.
About Latitude by Genesys®
Latitude by Genesys® is a comprehensive debt collection and recovery solution for managing all pre- and post-charge-off accounts and workflow processes. It provides collectors and agents with the tools to manage the debt collection and recovery process and provides full functionality for the collector's or agent's desktop and deploys as a true zero-footprint, browser-based environment.
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.