ADEPTRA ADVISORY ROUND TABLE HIGHLIGHTS NEW ERA OF CONSULTATIVE CUSTOMER COMMUNICATION

Published 26th July 2010

Against a backdrop of changes to the regulation of credit and store cards, Adeptra outlines the continuing success of Auto-resolution™

READING, UK and NORWALK, CT, USA – July 07, 2010 – Adeptra, the recognised leader in automated contact and resolution services to companies, announced it has hosted its Summer 2010 Advisory Round Table for UK and European customers. The Advisory Round Table was formed to create an open channel of communication between Adeptra’s customers to facilitate the sharing of best practice, knowledge and advice, across territories including Europe, the Americas and Asia Pacific.

The Advisory Round Table was attended by customers from leading financial institutions. Following an introduction from Adeptra’s Managing Director, EMEA, David Wickham, the delegates were given an overview of Adeptra’s product roadmap by Bill Brown, Adeptra’s Worldwide Product Marketing Director. Delegates were also provided with an insight into new fraud and collection solutions, and a market overview by Emma Mills, Senior Director, Client Management, EMEA and members of her team. Adeptra also outlined the role that Auto-resolution plays in Event Driven Servicing, a concept that relates to how and when banks interact with customers outside of normal reactive servicing, to better engage with their customers to build a valued, long-term relationship with them.

Of particular interest to delegates was the continued improvement and success of auto-resolution in the risk management arena. Over the last 24 months Adeptra demonstrated how contact performance showed improving trends with right party connects improving by 15% in collections and over 5% to an already very high right party contact rate in fraud. In addition, the rates of called party disconnects decreased by 40% in fraud and 20% in collections. The work that has been carried out by Adeptra, in conjunction with its clients, was the culmination of Adeptra’s deep domain expertise, best practice experience and constant monitoring of the results. Items such as call scripting were continually evaluated and optimized. Of further interest was that collections applications, which are implemented quickly and easily, have resulted in increasing card payments by up to 40%.

David Wickham stated, “Multi-platform Auto-resolution remains the most effective way for banks and financial services companies to provide two-way customer interactions effectively and regularly with their customers. The changes to the regulation of credit, debit and store cards will usher in a new era of communication between banks and their customers.”

With a Software as a Service business model, Adeptra’s customers include 9 of the top 10 UK card issuers, 8 of North America's top 10 financial institutions, and 3 of the top 4 Australian banks. Parties interested in attending the next Advisory Round Table should contact Debbie Nesdale at dnesdale@adeptra.com.

ENDS

About Adeptra

Adeptra is the global market leader in Auto-resolution™: technology that automates key call centre interactions to reduce their cost and dramatically increase performance. Applications are fully integrated, industry-specific solutions for business processes such as fraud detection, payment reminders and opt-in marketing.

Distinct from less sophisticated auto-dialler systems, Adeptra combines recorded dialog with state of the art natural language to reach out to individual customers and personally engage with them about important, time-sensitive issues. Adeptra is able to make thousands of customer contacts simultaneously and achieves higher levels of portfolio penetration and produces significantly better results than human agents alone. The resolutions it secures are delivered into clients’ computer systems for reporting and analysis.

Among its many customers, Adeptra is used by the majority of leading retail banks across EMEA, N America and APAC. It occupies a premium position in the market by continually reinvesting in its technology, operations and service structure. The company’s commitment to the highest standards of data security compliance was recently re-confirmed, as Adeptra became the first Interactive Voice Messaging organisation to meet both Payment Card Industry Security Standard (PCI DSS) v1.2 and ISO27001 standards on a global basis. For more information, visit www.adeptra.com


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