Debt Collection Software

I need a system which will wok for telephony call centre staff who are collecting on debt arrears. Customer accounts will need to be managed on individual queues for agents, the system will be required to create letters at certain strategy points (ideally this would be automated and an overnight report drops the ready to print letters into a folder. The system will need to work with a telephony system to track the number of calls & letters made to each customer. The system will need to have work queues, action notes for selecting different stage of arrears i.e. Litigation, 1st Placement, 2nd Placement etc. The system should be easily configurable, be simply to navigate around and have user restrictions in place. The system will also need to track telephony agent performance. For example, if a customer says that they are going to pay £30, the agent will apply a 'Promise to Pay' and the system should track whether that comes in or not. If the promise is broken, this should be reflected in the agent performance. We would need to track the amount of cash collected. An inbuilt complaint handling system would be beneficial but not an absolute requirement. The ability to take a debit/credit card payment would be a requirement. Also, the ability to easily switch the system from British Sterling Pounds to Euro's is required. I also need management information reports built in to track portfolio and individual telephony agent performance.