Phoebus Software (PSL) has announced that it has selected Webio as its partner to supply multi-channel customer social media communication for PSL’s clients. This partnership is the latest addition to the Phoebus Ecosystem Programme that pulls together best of breed suppliers across a range of non-core Phoebus services. 

Webio is an award-winning provider of customer engagement solutions. Particularly used in collections environments, the solution utilises artificial intelligence to predict customer outcomes based on multi-channel communication.  It also utilises chatbot technology to take pressure off collections’ teams by dealing with basic enquiries and letting collectors deal with cases that need focussing on. Integration will be achieved via the Phoebus API engine creating a full audit trail of customer activities.

Many banks and lenders request SMS as a communication requirement – this is standard. The reality today is that many borrowers expect to be able to communicate across their channel of choice and many people are now moving away from SMS as their preferred messaging application. The partnership will allow PSL’s clients to communicate in multiple ways with borrowers who are in arrears thus improving outcomes. The solution will also optimise operational efficiencies.

Richard Pike, Sales and Marketing Director at Phoebus Software said “We are always undertaking due diligence in the market to find solutions that will add real value to our clients. As the leading account servicing software provider across the UK and Ireland, we have a lot of clients and prospects with arrears portfolios. The ability to allow our clients to communicate more efficiently across more channels can only be a positive for our clients and their borrowers. We look forward to working with Webio to create a market-leading solution in this mission-critical area.”

Mark Oppermann, Head of Sales and Marketing at Webio,said “We are delighted to be joining forces with the PSL team in bringing digital conversational messaging to their customer engagement journeys. We are excited about the prospect of delivering this engagement over the digital channels customers use daily, along with the ability to bring in automation for immediate and speedy customer responses whilst delivering huge business efficiencies and great customer experiences.”

“With our Propensity Studio, the ‘one size fits all’ approach is no more. Highly personalised customer journeys driven by natural language understanding, customer intents and sentiment analysis determine how best to manage each customer interaction and that has been a real game-changer.

“Partnering with PSL is a great opportunity for us to work with an innovative team, to bring AI-driven technology that really does work.”