Bank of America Corporation

Hari Madala

Hudson Philip Hoen, Iv

Ryan Scott Heller

Sethu Iyer

Patrick B Smith

Michael D Fleischer

Michael John Blatteau, Jr

Andrew Sheldon

Danielle Renee Reiser

Embodiments of the invention are directed to a system, method, or computer program product for providing a unified representation of all customer relationships within an entity. This representation focuses on customer products in arrears that are to be recovered. The invention requires disposition input from the system and the representative immediately after a customer communication. This way, the invention aids in providing an overarching view of all customer relationships to a representative. The automatic information regarding the communication includes the date, time of day, duration, and the like associated with the communication. The invention requires the representative to input manually a disposition from each communication, such as what was discussed during the communication. As such, the invention allows for subsequent representatives to make decision and take appropriate actions immediately based on the entire relationship, including the results of previous customer communications.

Communication disposition determination for unified recovery system for payments in arrears

Embodiments of the invention relate to systems, methods, and computer program products for determining permission to contact. The system, method, and computer program product are configured to determine a contact for a customer; determine when a merchant has received explicit denial to communicate with the customer via the contact; determine when the contact requires permission to communicate with the customer; and determine when permission has been received to communicate with the customer. The system can be used to comply with regulations for when a contact, such as a phone number, may be contacted using automatic dialing technologies.

System to determine permission to contact

Embodiments of the invention are directed to a system, method, or computer program product for providing a unified representation of all customer relationships with an entity. This representation focuses on customer products in arrears that are to be recovered. The invention presents automatic communication history tracking to aid in providing an overarching view of all customer relationships to a representative. This automatic communication history tracking monitors all communications, manual or automatic, incoming or outgoing. The tracking monitors the date, time, disposition, and the like of all customer communications. As such, the invention allows the representative to make decision and take appropriate actions immediately based on the entire relationship, including customer communication history. The invention takes this information and incorporates it with all of the customer's relationships and external factors to provide a holistic customer service experience for a customer with accounts in arrears.

Unified recovery system communication history tracking for payments in arrears

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Pittsburgh, PA, United States of America

Hari Madala