Case Study: United Collections Bureau, Inc. achieves faster payments and stronger customer loyalty with LiveVox

UCB’s 3 Strategic Pillars to Modernizing Collections Using Digital and Data

United Collections Bureau, Inc., a national collection agency facing the AR industry’s compliance, cost and staffing challenges, sought to modernize collections to drive faster revenue and preserve customer loyalty. To overcome hesitant adoption of digital channels and protect customer experience, UCB appointed a Director of Omnichannel Communication and partnered with LiveVox, leveraging LiveVox’s omnichannel compliance suite and CCaaS platform to enable secure, compliant digital engagement.

LiveVox helped UCB map customer journeys and quickly configure detailed compliance controls (some workflows included 15+ requirements), move SMS to 10DLC with LiveVox’s experts, add direct payment links and custom disposition codes, and blend SMS with voice. The result: industry-low 3% opt-out/blocking rate (2% below average), increased website traffic and higher call volumes, faster payment outcomes, and greater engagement without adding staff—demonstrating measurable revenue and customer-loyalty gains driven by LiveVox-enabled digital transformation.

United Collections Bureau, Inc.

Greg Veprek

Director of Omnichannel Communication