Introduction to Traqent
Traqent — Modern Debt Collection Management
Section titled “Traqent — Modern Debt Collection Management”“More calls, more contacts, more collections — at lower cost”
Traqent is designed for Collection teams, AMCs and Call Centers that need to increase debt recovery efficiency without adding headcount.
Auto Dial
Section titled “ Auto Dial”No more manual dialing — the system dials automatically, Agents just wait for connected calls.
Dialing Modes
Section titled “Dialing Modes”| Mode | How it works | Best for |
|---|---|---|
| Preview Dial | System shows customer info → Agent clicks “Dial” when ready | Cases requiring preparation, VIP customers |
| Progressive Dial | System dials automatically when Agent is free → connects when customer answers | High-volume calling, maximizing contact rate |
Key Auto Dial Features
Section titled “Key Auto Dial Features”- Auto Retry — No answer/busy → system redials based on configured rules (30 min, 2 hrs)
- Multi-Phone — Dials multiple numbers per contract (home, mobile, work) automatically
- ACW Timer — After hangup, Agent has time to record results before next call
- Real-time Progress — Track campaign progress live (completed/total, contact rate)
AI Voice Agent
Section titled “ AI Voice Agent”AI that speaks Thai and handles repetitive tasks on behalf of Agents.
Inbound (AI Answers)
Section titled “Inbound (AI Answers)”- Automatic customer identity verification
- Provide outstanding balance, payoff amount, contract info
- Receive payment promise, discount request, installment request → transfer to agent
- Transfer to Agent when customer requests
Outbound (AI Calls)
Section titled “Outbound (AI Calls)”- Reminder calls before due date, on due date
- “Press 1 to speak with an agent” → immediate transfer
PDPA & Compliance
Section titled “ PDPA & Compliance”Configurable to align with your organization’s regulations.
| Rule | System enforcement |
|---|---|
| Call hours | No calls outside hours (Mon-Fri 08:00-20:00, Sat-Sun 08:00-18:00) — auto-blocked |
| Frequency | Max 1 call/day/number — system counts automatically |
| DNC List | Blocked numbers — auto-blocked |
| Third parties | No debt disclosure to others — AI won’t reveal debt info |
| Holidays | Public holiday calendar — system adjusts call times automatically |
| Recording | All calls recorded — evidence per Debt Collection Act 2015 |
Dashboard & Reports
Section titled “ Dashboard & Reports”See the full picture on one screen — no more waiting for Excel reports.
Real-time KPIs
Section titled “Real-time KPIs”| Metric | Description |
|---|---|
| Contact Rate | % of customers reached (vs. total dialed) |
| Promise Rate | % of customers who made payment promises |
| Collection Rate | % of actual money collected |
| Calls/Agent/Day | Number of calls per Agent per day |
| Avg Call Duration | Average time per call |
What managers see
Section titled “What managers see”- Daily/weekly trends — see if performance is improving or declining
- Agent comparison — who’s performing well, who needs help
- Campaign summary — results for each campaign
- Individual promise amounts — how much each Agent secured
- Export — download as Excel/PDF instantly
Built for Debt Collection Teams
Section titled “ Built for Debt Collection Teams”| Feature | Details |
|---|---|
| Collection Workspace | Agent work screen — view contracts, call, record results in one place |
| Campaign Management | Create campaigns, import lists, set conditions, track results |
| Quick Filters | New / Urgent / Promise today / Overdue — see what needs action now |
| WebRTC Softphone | Call from browser — no additional software needed |
| IP Phone Support | Supports desk IP phones (Yealink, Grandstream) |
| Multi-tenant | Separate data by Creditor/Product — share across multiple companies |
Getting Started
Section titled “ Getting Started”Ready? Continue to:
- Login — How to login and initial setup
- Collection Workspace — Start working on debt collection
- AI Voice Agent — See AI details