16 November 2022 - Dublin, Ireland QUALCO, an international fintech solutions provider, has partnered with customer engagement specialists, Webio, to add conversational AI to their existing collections and recoveries software offering.
QUALCO joined forces with Webio to provide the debt collections industry with an integrated solution that can engage, automate, and manage customer communications at every stage of the collections and recoveries journey, and in any messaging channel, through its robust debt management platform.
The solution offers a seamless omnichannel customer journey by preserving customer activity information across touchpoints in a single customer view. By empowering customers to self-serve in a few simple steps, credit and collections businesses can improve response customer rates, increase call centre efficiency, and significantly reduce operational costs.
Over the last three years, Webio clients, who account for millions of digital conversations every month, have seen a consistent quarter-on-quarter trend of automation increase, reaching 75.2% in Quarter 3 of 2022. An agent operating without automation typically has an average of 50-70 daily closed conversations, whereas when automation reaches above 70%, this figure jumps up to 380-420.
As Mark Oppermann, Head of Sales and Marketing at Webio, says:
"We're delighted to partner with QUALCO as the synergies and value delivered by this combined offering are immense. Digital conversations are becoming the primary method of engagement for all customers. In simple terms, this partnership will allow companies to do more with fewer resources and improve customer experience. I see this partnership growing over the next 3-5 years and generating significant business opportunities. We're already excited with the level of interest, with several potential clients planning their implementations for 2023.”
Terry Franklin, Executive Vice President of QUALCO, stated:
“During an era of continuous transformation, where digital communication channels play a much bigger role in how customers interact with businesses, we need to have the right tools to ensure a seamless, personalised experience that will improve productivity, reduce costs and increase customer satisfaction. We are delighted to partner with Webio and accelerate our pace toward offering a truly customer-centric omnichannel experience through our joint solution.”
The Webio-powered system will go live in Quarter 1 of 2023 with the QUALCO omnichannel communications platform launch.
QUALCO is a leading fintech solutions provider enabling enterprise transformation through operational platforms, data insights, digital experiences, and domain knowledge. Our technology allows clients in over 35 countries to automate, streamline and standardise their operations, while constantly improving results by bringing predictive insights to their decisions.
Webio is a specialist in credit, collections and payment conversational messaging and has built its own propriety conversational technology specifically for the credit and collections industry. The Webio platform empowers customer engagement with conversational AI, using automated chatbots, Natural Language Processing and Machine Learning to deliver customer conversations in any digital messaging channel, personalised and at scale.
Acting as the 'central intelligence hub', Webio orchestrates all the elements needed to have successful customer journeys, enabling the credit industry to positively and empathetically engage indebted and vulnerable customers.
Founded in 2016, Webio’s platform enables the credit industry to engage with their in-debt and vulnerable customers positively and empathetically. Webio is on a mission to rebalance the Credit, Collections and Payment ecosystem by reimagining the way lenders engage and converse with customers.
Webio was ranked #2 and #8 in the Deloitte Technology Fast 50 Awards 2020 and 2021 and is the founder of one of Europe’s leading conversational interface conferences – ConverCon.