FRANKLIN, MA – March 16, 2021: Interactions, one of the world’s largest standalone conversational artificial intelligence (AI) companies, today announced that NRA Group, a leading accounts receivable management (ARM) company, has deployed a sophisticated Interactions Virtual Collection Agent (VCA) in record time. Progressing from contract signature to first call in a few months, NRA Group is accelerating the impact of its REV-TECH™ channels using the VCA for dramatic improvements in efficiency and profitability.
NRA Group (formed by the acquisition of Credit Plus Solutions Group est. 1922 & National Recovery Agency Inc. est. 1976) has been successfully providing extended business office services such as revenue cycle, debt collection, skip tracing, payment processing, early out and credit bureau reporting to some of America’s leading companies for decades. As consumer debt continues to rise, the company strives to manage unprecedented call volume while balancing both the agent and customer experience. Interactions’ OmniChannel VCA was the only solution purpose-built for collections that could quickly and effectively help them meet their unique needs.
“This year, the need for an AI-powered virtual assistant in our contact centers became more urgent than ever. We needed a solution that could quickly support both our agents and our customers, and successfully automate the sensitive, complex and compliant process of collecting payments and negotiating debt recovery plans,” said Steve Kusic, CEO, NRA Group. “By getting our VCA up and running so quickly, we’re setting ourselves up to see measurable results faster than we ever anticipated.”
Interactions VCA combines conversational AI with human understanding in real-time to behave like a company’s best agent, at scale. VCA seamlessly integrates into current tech ecosystems, including telephony dialers, knowledge bases, CRMs and billing and payment systems to deliver a personalized and consistent experience across channels. With its market-leading proprietary technology, VCA is uniquely poised to increase revenue recovery at a reduced operational cost, and do so in a conversational, human-like and judgement-free manner.
NRA Group is implementing voice and Interactions’ Rich Text capabilities into its VCA. The text features make it possible to embed forms, maps or images directly into text-based channels, creating interactive, efficient, and conversational experiences for customers. The addition of web chat and SMS with Interactions voice solution creates a best-in-class and cohesive customer experience for customers regardless of their channel preferences.
“COVID-19 has greatly increased the need to digitally transform collections contact centers, and Interactions is uniquely-equipped to help agencies expedite this transition,” said Mike Iacobucci, CEO of Interactions. “By using both voice and text channels to automate transactional conversations and sort out wrong party contacts, our VCA is successfully boosting agent productivity and reducing churn, while increasing debt recovery and easing consumer financial pressures. With NRA Group getting its VCA deployed in just a few months, we’re seeing how quickly we can make a tangible impact on the industry at large.”
To learn more about the unique benefits that Interactions Virtual Collection Agent brings to ARM agencies, please visit www.interactions.com/industries/collections/.