Case Study: a Latin American telecommunications leader scales collections automation with Concentrix Catalyst

Latin American Telecommunications Leader scales collections with Concentrix Catalyst and 100,000+ omnichannel payment interactions

A Latin American telecommunications leader faced challenges scaling its collections operations efficiently across multiple markets. The company needed to handle higher volumes and varying customer behaviors without increasing operational costs while maintaining consistent engagement across channels. They partnered with Concentrix Catalyst to implement a hybrid collections automation solution.

Concentrix Catalyst developed a hybrid operating model that balanced digital agents and human advisors in a 50/50 mix. This solution included data-driven engagement orchestration and self-service omnichannel capabilities. The results were significant, with Concentrix Catalyst deploying over 1,530 digital agents and managing more than 100,000 payment interactions, enabling the client to scale operations and improve payment outcomes.