What They Say

"They have an intriguing proposition, and I am looking forward to hearing more about productivity in the outbound collections space"
Judy Hammond, CEO of Resource Management Services talking about the UniversalSystems talk at the CRS 2004 Technology Showcase.

"This was an easy decision to make, UniversalSystems has developed a service that allows us to reduce the cost of every outbound call at the same time increasing our list penetration. We are pleased with the productivity gains obtained and the UniversalSystems team has been easy to work with. An unexpected and valuable benefit is that the UniversalSystems service also gives us the ability to look at additional portfolio purchases without the considerable infrastructure investment we previously would have had to consider. I’m pleased at what this will mean to the bank’s customers, shareholders and staff."
Joe Barry, Senior Vice President, First national Bank of Omaha commenting on the implementation of the UniversalSystems Accelerator/ASP.

"Here’s the lift, operator talk time in this model is very short-around 20 seconds for both right and wrong parties. This results in an increase in the outbound dialing rate so that an operator can handle between 75-100 calls per hour. The impact of this is interesting because: a) the dialer now has a consistent call event time-20 seconds or so-rather than different times for right and wrong party contacts; b) the abandonment rate actually drops; the consistency means that the dialer does a better job of putting the call through to an operator without the called party being put on hold; and c) many more people are contacted. Agents who average six to eight promises or sales per hour end up doubling that. The reason is simple; only your best agents are now speaking to RPCs. This approach allows you to regain some of the account ownership lost with predictive dialers; it also allows you to create a career path within your call center since you are no longer dependent on hiring experienced agents."
Dr. Jon Anton (Purdue University) and Mr. Alex Demczak's (Citizen's Bank) book "Optimizing Outbound Calling" talking about the UniversalSystems® Accelerator.

"Outbound call volume increased by 100%, Right Party Connects increased by 40%, roll rate improved by between 0.5 and 1% and cost per connect halved - and the abandonment rate dropped to less than 1%."
Dann King, First Consumers National Bank, speaking at the Thomson's 11th Annual Credit Card Collections Conference, October 2002 in New Orleans.

"Incorporating UniversalSystems' applications for connecting customers and qualified agents in the call center, allows our customers an opportunity to cut agent-related expenses while improving the overall customer experience."
Kim Mackay, Senior Vice President of Corporate Marketing and Development for Mosaix (now Avaya) talking about UniversalSystems® joining Mosaix' Alliance program.

"The installation of the UniversalSystems software was scheduled to take place mid-week and we were up and running by the weekend. It was immediately apparent that the system was performing well above our expectations when Right Party Connect rates doubled while our calls in queue fell by 75%. The atmosphere here is one of excitement, and we believe that there are still more gains to be made as our experience with the UniversalSystems solution grows."
Philip J Trovato, Snr. VP of Operations, I.C. System

Mellon Bank is currently in the process of testing the system and plans to roll it out soon. Demczak, for one, thinks they are onto something big. "I have a feeling this is really going to take the industry by storm."
Extract from an article by Michael J. McDermott called "Software Sights Opportunities for New Collectors" in the Autumn2000 edition of Professional Collector, writing about UniversalSystems®.

"…let me commend your business for developing technology that enables visually impaired persons to work in a career area to which they have previously had limited access. I also applaud you for leading by example and employing visually impaired persons, to the obvious benefit of your company's productivity. I have no doubts that UniversalSystems will continue to be an asset to the Minnesota economy and to the principles of workforce development."
Kristina Blomquist ,Citizen Outreach, Office of Governor Jesse Ventura.

"30% Increase in promises & no extra staff "
Alex Demczak, VP Collections, Mellon Bank, speaking at the 2001 Thompson Financial Call Center Symposium in Orlando Florida.