Sentient provide a full account management and payment service over the phone including validation, authorisation and transaction reporting using our comprehensive web tools. Your customers expect to be able to pay their bills and manage their account in multiple ways depending on their circumstances and preference, phone self service has been shown to dramatically reduce calls to agents and payments across the counter in post offices or branches.
Account Query and Payment capture
The Payment and Account Query service delivers an effective self service channel to compliment other payment methods. Sentient’s proven solution achieves high levels of call containment and re-use demonstrating real value to callers. In addition the data shows more complete payments with a bias toward debit rather than credit cards, further reducing debt management and processing costs.
Standard features include:
Balance Enquiry
Copy of Bill Request
Secure Payment
Recent Transactions
Outbound Smart Messaging
Sentient can now provide an Integrated Smart Messaging service to clients for debt collection or appointment notification and confirmation. The service is administered online and is a cost effective way of reducing debtor days or managing no shows for residential appointments. Using an outbound automated voice call or SMS message clients can issue customer service notices urging poor payers to make a payment immediately. The caller is redirected seamlessly to the automated payment service, pre identified, to make an immediate debit or credit card payment.
Automated Outbound Voice Calls
Blended Voice, SMS or E-mail
Set up Campaigns Online
Comprehensive Online Reporting
Clients
Bord Gais Energy Supply, Panda Waste, Perlico and Smart Telecom understand the benefits. Sentient can deploy a solution in weeks compared with a traditional on-site solution and the Sentient ASP platform guarantees high availability and security. Transaction costs together with internal project and IT costs are dramatically reduced. With 24 x 7 monitoring and a fully redundant platform the client does not need to be concerned with software upgrades or hardware issues.
Validation and Authorisation is in real-time over secure links. Transactional details such as account/bill reference number, payment amount and credit/debit card details are input using advanced speech recognition or the telephone key pad. A unique transaction code is generated and then read back or sent by SMS to the customer.
Utilities Modules
In addition to the basic functionality the service supports the collection of meter readings and automated outbound credit control using a smart SMS service ideally suited to Utilities with large customer basis and regular billing cycles.
Teleco Modules
A typical telco supplies a basket of services and products, order tracking represents a high proportion of calls as do fault queries. The Sentient service provides up to date information reducing the need to speak with live agents. With a large port capacity clients do not worry about reduced service levels if there are seasonal increases in calls.
