Case Study: a Latin American telecommunications leader achieves scalable collections automation with Concentrix Tigerspike

Latin American Telecommunications Leader deploys 1,530 digital agents with Concentrix Tigerspike

Concentrix Tigerspike partnered with a Latin American telecommunications leader that was struggling to scale its collections operations efficiently across multiple markets. The challenge involved managing higher volumes and regional complexity without increasing operational costs, while also delivering consistent customer engagement across various channels and improving payment recovery rates.

The solution implemented by Concentrix Tigerspike was a hybrid human and digital operating model. This approach used data-driven engagement orchestration and self-service AI bots to manage omnichannel payment interactions. The results were highly measurable, with over 1,530 digital agents deployed and more than 100,000 payment interactions managed, allowing the organization to scale effectively while maintaining quality and compliance.