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ContactEngine is Now Part of NICE: Re-inventing Proactive Conversational AI Together

Insights: Whitepaper
Collections - prevention is better than cure

A customer entering the debt collections process is never a good thing for a business – it is expensive to chase payment, and, if unsuccessful, a significant loss can be made too (in the US, the average price paid by the debt buyer is 4 cents per dollar of the debt face value).

This paper explores the issue of customer debt and how the latest advancements in customer service technology can be applied to reduce the cost of collections, increase
repayments, and prevent customers entering the collections process in the first place.


  • Introduction
  • Two types of collections
  • The collections path
  • Removing the barriers to customers engaging with the debt process
  • Why proactive (outbound) conversations transform the efficacy of collections
  • Prevention is better than cure
  • Conclusion

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