Collection Management System

VIVACOM is the largest Bulgarian telecommunication company, leader in providing various telecommunication services, including fixed-line, mobile, Internet, radio and TV broadcasting, and data transmission services. The company is headquartered in Sofia, Bulgaria, employs around 6,000 people and owns a mature distribution network with over 240 retail outlets. VIVACOM serves 2.9 million mobile users, provides broadband Internet access as well as free Internet access at more than 4,000 public locations in Bulgaria.

The telecom market fights decrease in consumption and profits resulting from strong competition, regulatory changes, disruptive alternatives and economic downturn. On top of that telcos struggle revenue loss due to customer bad debt as high as 5% of total revenue. CEOs and CFOs in the telecom industry look at sophisticated Collections Management systems to handle the increase of collection treatments and to improve debt recovery while maintaining their business image, reputation and capabilities to retain customers. IBM and Musala Soft teamed to offer a Collection Management system for Vivacom, using the industry standards e-tom, NGOSS and best practices in the domain to produce a system that fully automates the process and reduces costs on treatment activities, as well as provides flexibility for changes and adjustments that take effect independently from any third party intervention.

The CMS system governs the complete Collection Management lifecycle, orchestrating a number of systems in the existing landscape as well as the business users actively participating in the process execution. The CMS solution integrates into an automated process CRM, Billing, SAP, Dialer, SMS/MMS centers, B-Mail/E-Mail providers, i-Docs and other legacy systems. It provides easy to use graphical interface to collector agents and managers to be able to monitor, manually interact the process, to create different strategies and scenarios, and to fine tune it according to changes in the regulations, legal constraints, or customer behavior.