WWR pioneered the design and development of computer-assisted systems for creditor representation. We are considered one of the most technologically advanced creditor law firms in the United States – making a substantial investment in Artiva, a custom software system from Ontario Systems. Online capabilities for all legal, collection, reporting and accounting functions provide us with immediate access to file histories and real-time information. Our system combines a Hewlett Packard 3000 and 9000, which are used in tandem to handle the legal and collection activity. 

Each WWR location has a local area network (LAN) that is tied by a combination of private point-to-point T-1 lines and MPLS communications architecture to the mainframe computer, which is located in the operations facility. Inter-office data communications are encrypted AES at the routers. The LAN operates on a Windows NT network and allows for seamless access to our predictive dialer system, the Internet, and a server for facsimile transmission from personal computers. Telephony is provided through the use of Inter-tel Axxess systems. This networked system provides real-time communications between all offices. 

WWR has implemented procedures aimed at preventing disruption of services and we back up data daily. A system generator located at our operations facility is capable of running the entire operation indefinitely. We have established a 24-hour on-call program with key members of our information systems department and instituted a comprehensive disaster recovery plan.

Electronic Data Interchange

We have the ability to accept files in paper or electronic format for faster account initiation. The electronic interchange of data is received using various programs including Artiva, Recovery One, London Bridge and Rothenberg. When file layouts are forwarded the load program reviews them and can quickly modify the data to import or export based on client requirements. Currently, the WWR system transfers files via modem access, tape loads, file transfer protocol or e-mail.

Performance & Management Reports

We provide clients with a number of reports in written and electronic form regarding our activities on their files. Reports are available upon demand or as a scheduled job on a regular basis and include statistical, status, payment, batch track, acknowledgements/closings and inventory lists. For the purpose of generating external and internal reports, WWR uses formats that are mutually agreed upon with our clients. 

Key personnel at WWR perform due diligence and review file documentation on all placements to determine the most effective recovery approach. Productivity benchmarks are established and monitored using various methods. Supervisors continuously monitor all account activity including telephone conversations, work lists, file notes and debtor communication. 

Client Communication

In addition to the traditional methods of communicating with clients, we use the following:

·        Internet and e-mail for communication and the transmission of documents

·        WWR has online facilities, including a Virtual Private Network (VPN), that are available to our clients that allow for direct contact with our computer system to obtain real-time status reports on their files

·        WWR has also recently implemented an "extranet" titled ClientNet. This is a secure (password specific) websit dedicated to our clients. Each night, information from the day's account activities is uploaded to the site. This allows our clients to remotely view account information, history notes and file status' 24 hours a day.

Hardware

WWR utilizes an HP9000 model RP7410 running HP UNIX version 11 I. The HP has 8-768Mhz processors and 8 Gigabytes of memory. Our application software is called Artiva and is from Ontario Systems.

Software

WWR utilizes Artiva, a custom software system from Ontario Systems. Artiva is the next generation of Ontario’s collection and legal system and permits greater use of available technology including enhanced auto-dialer capabilities, tracing sources, and a greater level of supervisory capabilities. It provides us with the latest developments in software to support our collection and legal functions and is designed to enable us to customize programming in order to enhance the system and satisfy client needs.

Telephone System

WWR utilizes an Inter-Tel Axxess system as its PBX. This eight cabinet system is capable of supporting up to 2000 total ports and acts as the network hub for all voice and dialer Concerto/Aspect operations throughout WWR. We also have Networked “Phone-mail” systems with full call-processing capabilities.

WWR does not use “WATTS” lines. Trunks in our Ohio offices and operations facilities consist of the following:

·        8 ISDN PRI local trunks

All phone systems operate 24 hours a day, seven days a week and are supported by in-house staff and vendor certified technicians.

Dialer

WWR utilizes a Concerto/Aspect e-Pro call contact system. We have an internal network that enables all collectors to use the contact system directly from their workstation. We have 100 concurrent seat licenses, which allow 100 collectors to utilize the contact system at any one given time. 

The dialer is used for more expedient contact attempts with debtors. It is utilized by establishing a connection between the dialer and an entered extension. The connection remains active the entire time the user is logged into the dialer. The e-Pro system uses call blending and can pass inbound calls to the PBX if agents are not available on the e-Pro system. We also have an IVR for unattended messaging and automation of inbound call processes. We are also installing a Nuance system for text to speech and speech to text conversion.

New Technologies

·        SQL based Data warehouse solution that will help us facilitate more accurate mapping of data from different file layouts during file upload and download process.  Mapping data in a more uniform process allowing for faster reporting

·        Dialer capabilities to improve coverage and results

·        Use of payment advices with MICR to speed payment processing

·        Greater use of document imaging for improved consistency and efficiency in work flows

·        Ongoing evolution of core collection and legal systems