Pega Collections

With Pega Collections, collections and recoveries leaders deliver consistent, intelligent debtor experiences that unify agents, digital channels, enterprise workflows, data, and policies on a single platform. Pega enables organizations to manage complex debt and collections interactions end to end-from delinquency detection through resolution-while seamlessly blending assisted service, automation, and AI across highly regulated industries.

Included in this offering

• Pega full as-a-Service experience, including a complete Route to Live that supports the full application lifecycle from development through testing and production go-live.

• Pega Collections, including the Pega GenAI for Customer Service package, enabling teams at design time and run time with trusted, enterprise-grade AI built for compliance, auditability, and operational control.

Empower agents with AI-driven collections

Provide collections agents with guided workflows, real-time debtor and account insights, and AI-driven recommendations that support faster, more consistent decision-making. Agents are guided through complex scenarios such as hardship handling, vulnerability management, dispute resolution, payment negotiation, write-off assessments, and escalation-supporting high-volume collections environments in financial services, utilities, telecommunications, healthcare, and the public sector.

Deliver optimized collections across assisted and digital channels

Engage debtors across both traditional methods such as contact centers and letters and effective digital channels such as email, web portals, mobile, chat and messaging. Whether managing consumer credit, utility arrears, government overpayments, or commercial debt, Pega ensures that all interactions are governed by the same optimized strategies, workflows, rules, and compliance controls-delivering an effective, consistent and fair collections experience across channels.

Orchestrate end-to-end collections execution

Unlike siloed collections systems or agent desktops, Pega Collections connects front-office engagement directly to enterprise case management, decisioning, and process automation. Collections activities trigger end-to-end workflows across internal teams, finance systems, payment platforms, and third parties-supporting scenarios such as promises to pay, payment arrangements, disputes, enforcement actions, vulnerability referrals, and agency management.

Increase efficiency while improving outcomes

Reduce cost-to-collect, improve cure rates, and increase first-contact resolution while ensuring regulatory compliance. Built-in analytics provide visibility into agent performance, strategy effectiveness, treatment outcomes, and journey bottlenecks-enabling organizations to continuously optimize collections operations and debtor outcomes.

Deploy AI you can trust

With Pega Predictable AI™, collections decisioning and automation are explainable, auditable, and governed by enterprise policies. AI augments agent judgment and automated strategies without introducing unmanaged risk-critical for regulated environments such as financial services, utilities, healthcare, and government collections.

Accelerated time-to-value

Pega Collections includes an accelerated delivery approach designed to demonstrate value quickly:

• Rapid design of priority collections journeys, strategies, and agent workflows

• Integration with existing core systems, payment platforms, and data sources

• Deployment of production-ready collections capabilities in as little as 90 days

• A clear roadmap to expand digital self-service, automation, and AI-driven decisioning over time

• Continuous improvement with embedded champion challenger test and control methodologies