About the Client

Headquartered in Dubai with 500+ employees, the client is a one-stop financial solution provider since 2008, and offers high quality, value-added and efficient credit card and prepaid solutions, empowering customers across the Middle East & North Africa.

The Challenge

In a finance institution, debt collection plays a critical role and requires a mission critical communication platform to execute inbound/outbound calls. The unique challenge that a debt collection company faces in most cases are payment defaulters who do not respond while being pursued towards debt settlement. The initial step and the easiest and the most cost-effective form of a follow up is usually with a phone call. The most commonly faced challenges include blocking the unique published, usually landline phone numbers, of the Finance institution on their mobile phones to avoid altercations with the client’s recovery officers. As a result, the payment defaulter could fraudulently deny knowledge of a follow up initiated by the Finance company, while conveniently ignoring such trailing measures.

Solution

To overcome these challenges faced by our Finance Institution client, DVCOM designed a unique solution that uses Multiple GSM (SIM) cards with regular common numbers to make such follow up calls instead of using their unique landline phone number and these GSM cards numbers are used which change in a random or in a fixed rotation the while making such reach out calls. This automated configured sequential number enables the collection caller agent(s) outbound calls with a different calling number from his previously called number. This increases the opportunity to connect with the pursued defaulter due to a non-recognizable caller ID to answer such calls. These calls are recorded and can be used a legal evidence against the payment defaulter if challenged in legal court. The solution also has been customized to recognize a call back from the called person to be routed back to the same payment collection agent who initiated the case. Such calls can also be routed to dial out from the same SIM card number which initiated the call back to such a followed-up caller.

Solution Platform

CoreOS:	CentOS 5.x
IP telephony platform:	iNTACT UC
GSM GW:	Dinstar

Result

The implemented solution has helped the financial organization to achieve higher target of payment recoveries while reducing cost of telephony deployment due to Open Source licenses. Owing to a greater ROI the client has further expanded to use the same solution for their Abu Dhabi Operations as well.