Smith Haynes & Watson Deploys Interactive Intelligence IP Communications and Latitude Debt Collection Software Suite

Smith Haynes & Watson has deployed the Interactive Intelligence (Nasdaq: ININ) IP communications and Latitude debt collection software suite, resulting in increased recovery rates and improved customer service.

“Our Interactive Intelligence solution has enabled us to increase our daily outbound calls, while ensuring they’re made and routed based on the availability of agents with defined skills,” said Smith Haynes & Watson’s sales manager, Travis Kelso. “This has helped us reduce abandon rates and improve customer service.”

Smith Haynes & Watson is using the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Center™ (CIC), which includes contact center automation, recording, and blended dialing applications.

The deployment also includes a comprehensive debt collection solution, Latitude Center, designed to manage all pre- and post-charge-off accounts and the entire collection workflow process.

Latitude Center replaced the company’s eCollect system. As part of the Latitude Center solution, Smith Haynes & Watson also deployed an online portal add-on application that enables customers to view account status and activity, as well as an application for creating collection strategy flowcharts.

“Before switching to the Interactive Intelligence Latitude Center, we experienced reporting inaccuracies and at times significant delays associated with building reports,” Kelso said. “Now we can create any type of report in seconds via an account analysis tool, which enables us to provide tailored reporting in real-time to our clients. In addition, clients can view our progress and success rate 24/7 via our online portal.

“The Interactive Intelligence Latitude Center has also helped us streamline operations by enabling us to easily define and map debt collection strategies, automate communications, and generally better manage projects. This has added to our ability to more efficiently collect on outstanding debts,” Kelso said.

The Interactive Intelligence solution is being used to support Smith Haynes & Watson’s business users and contact center agents located at its two offices in Las Vegas, and at the company’s headquarters in Kansas City, Kansas.

“At Smith Haynes & Watson we are committed to using the most innovative technology to best serve our clients,” Kelso said. “The Interactive Intelligence CIC and Latitude Center solutions offer a unique combination of best-of-breed contact center, dialer, recorder, and debt collection applications in a single suite. This has helped us more quickly build our business, while improving customer service and increasing efficiencies.”

Smith Haynes & Watson uses the latest technological innovations, collection agency programs, and highly skilled professionals that result in enhanced collection efforts for its clients. With locations in Kansas City, Kansas and Las Vegas, the company serves a growing client list with its largest influence in the payday loan industry.

Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation.