Posted: 17 Aug 2018 10:44 EDT Last activity: 29 Aug 2018 14:11 EDT
Pega Collection strategic application
accordind to my understanding, starting from the version 7.X, all the collections capabilities present in the old strategic application Collections for Financial Services have been included in the strategic application Customer Service For Financial Services.
Could you confirm this?
Is the installation of Pega Marketing needed to fully leverage collections capabilities?
Pega Collections for Financial Services is an application suite. Meaning it is not a single, standalone application but rather the combination of two strategic applications. Collections is deployed by installing Pega Customer Service for Financial Services and Pega Marketing for Financial Services together.
To be specific, the Customer Service application implements the functionality that creates and maintains the collections case. It provides the user interface between the service representative and the customer (i.e. the Interaction Portal, IVR integration, Chat, etc.). It also provides the Service Intents to drive collections actions such as negotiating a payment plan or taking a payment.
On the other hand, the Marketing application implements the Customer Decision Hub functionality to leverage Artificial Intelligence in Collections. This allows Collections Managers to evaluate customer risk and value in real-time. The offer and campaign functionality is used to create and execute personalized contact strategies. For more details on how the Marketing application is used in this context please review this document:
thanks a lot for your answer. We are not considering the deploying of Marketing since our decisional engine is external from Pega. In a nutshell we have this external engine (implemented in Python) which sends messages to Pega through MQ. Pega receives the message and according to its content opens a collection case. What we would like to leverage is the logic for opening the collections cases (e.g. repayment plan).
Do you think is this reasonable?
From a licesing point of view do you know if this collections processes are included in the CustomerServiceForFinancialServices license?We are currently using Pega 7.3 with CustomerServiceForFinancialServices 7.22
Are you looking to leverage your decision engine only for opening a Collections Case? I think that is feasable. That would require a local change to add this as a method for Customer Service FS to create the case. What about the functionality to send communications to the customer? Or the functionality to track responses to those communications? What about using predictive analytics to make better decisions? Are those items on the roadmap for your solution?
If they are, then I would recommend that you deploy the solution with Marketing even if it is not used in the initial release. It will give you the right foundation to expand in the future.
I cannot comment on licensing. Please talk to your Account Executive regarding your use cases to find out if your license covers those use cases. Please note that Pega is a fully unified CRM platform, so much of the functionality is shipped together. However, you may not be entitled to use it in production.