Case Study: Leading Provider of Loyalty and Marketing Solutions achieves 67% productivity gains and $2.8M annual savings with Nuance Communications' Proactive Engagement Collections solution

Retail card servicer uses digital channels to "collect smarter"

The Leading Provider of Loyalty and Marketing Solutions — which runs a large card services division with more than 10,000 agents and handles collections for over 1,000 retail brands — needed to scale as delinquencies rose while avoiding large hiring increases, reduce costly manual processes, and add modern digital channels like text and email. To address these challenges it engaged Nuance Communications and its Nuance Proactive Engagement Collections solution.

Nuance Communications implemented an orchestrated, multi-channel outbound program combining voice, email and SMS with branded mobile payment microsites and automated routing, deployed via Nuance’s cloud-based Proactive Engagement platform. The deployment boosted results dramatically: 67% agent productivity gains, $2.8M in annual savings, 37% fewer agents required and a 19% increase in payments through lower‑cost channels, while lowering technology and compliance risk.