The challenge
Collections teams need to act on large portfolios while keeping each interaction tied to the right customer record. Calls, messaging, agent activity, and reporting all become harder to manage when they are spread across separate tools.
What the system covered
SEC, the Sistema Estratégico de Cobranza, connected bank-provided portfolios to collections agencies and presented account context to human agents during calls. It supported inbound call routing, high-volume outbound calling, and personalized text-to-speech calls based on each customer’s information. When a person accepted a call, the system could connect them with a human agent.
The platform also supported WhatsApp and email communication, productivity dashboards, reports, call recordings, and search across the accumulated information.
The benefit
Agents had the relevant account information in front of them when a call reached a person. Agencies could coordinate automated outreach and human follow-up across channels, then use recordings, search, and reporting to understand what happened. The platform grew to more than 1,000 daily active agents, and one agency reached a record of 42,000 automated calls in a single day.