Adeptra, the recognized leader in automated customer contact and resolution for fraud, collections and marketing, has announced new deployments of its Decision Engine technology for banks headquartered in North America and Europe.

Adeptra Decision Engine is a software platform that adds intelligence to customer communications. Its ability to cross-reference all existing relevant data sources, including contextual information and siloed data sets, enables customer-driven organizations with large volumes of data to produce relevant, personalized and automated communications based on the needs of the consumer.

By providing context and a full consumer view across multiple customer accounts, purchase histories, and preferred channels, Adeptra Decision Engine enables event-based servicing and marketing through conversation-based engagement.

“We’re working with enterprises to help them define and automate the conversations that their customers want to have with them, enhancing the customer experience across the lifecycle from engagement to resolution,” explained Adeptra’s director of Global Product Strategy, Bill Brown.

By packaging and utilizing data from multiple accounts, Adeptra Decision Engine enables dynamic, automated decision-making. For example, based on a consumer’s relevant history across multiple accounts, a call may include the option to align the accounts’ terms to improve the value of the accounts to the consumer and the financial institution.

Adeptra Decision Engine also helps institutions improve customer confidence while enhancing customer service. For example, a call to a consumer about a potential fraudulent transaction on their credit card account becomes a discussion and verification of the security of a related debit card account. By linking consumer data sets, Adeptra Decision Engine ensures the consumer feels informed and protected, and prevents the need for inbound calls from the consumer to verify both of their accounts are safe.

Across its customer communication management offerings, Adeptra has seen a growth in the application of real-time automated two-way customer communication and event-driven servicing. This market growth builds on the trust and customer engagements Adeptra has secured in the consumer credit and risk management markets, highlighting the company’s technical leadership, global footprint and the robustness of its solution.

Bill Brown said: “As experts that have enabled world-class organizations to use technology to understand and maximize customer communication since 1996, we deliver solutions that meet the market’s needs. For today’s businesses this means enabling customer communication strategies beyond automated outbound messaging. Adeptra Decision Engine allows businesses to access the collective customer intelligence that they already hold and to use it for their customers’ benefit, and also their own.”

About Adeptra

Adeptra is the global market leader in Auto-resolution™: technology that automates key call center 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 organization 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.