With advanced analytics, automation, and AI, Liverpool increased recovery, improved service indicators, optimized costs, and consolidated a scalable, governable, and customer‑centric model.
Liverpool’s collections operation needed to evolve toward a more intelligent and efficient model. The challenge was to integrate technology into a complex operation with high volumes, multiple financial products, and strict security requirements—without affecting the client’s core systems.
Objectives
• Increase recovery and protect the customer experience.
• Integrate AI, automation, and advanced analytics without exposing sensitive data.
• Design a secure, decoupled, and scalable architecture.
• Improve traceability and real‑time decision‑making.
• Scale technology capabilities without additional IT investment.
A technology strategy to operate with more control and efficiency
Pentafon designed and implemented a modular, decoupled technology architecture to integrate new capabilities without risking intervention in existing systems. The strategy combined secure architecture, AI applied to interactions, automation of the collections journey, speech analytics, as‑a‑service scalability, and real‑time operational control.
Implementation was carried out in stages: architecture definition, conversational AI pilot, model optimization, multichannel integration, and consolidation of controls and reporting. This enabled the transformation of collections into a more efficient, traceable, and results‑focused operation.
Results
• +30% Recovery
• -20.2% Telco Cost
• +29.5% Operating profit margin
• -50.0% Attrition
• +15.3% Average ticket
• +4.6% Promise‑to‑pay compliance
• +15.0% SLA compliance for rate factor
• +3.2% Service level
• -40.0% Abandonment
• +4.8% eSAT
• +1.4% End‑customer NPS
This case demonstrates that digital transformation generates value when technology responds to concrete business objectives. Pentafon turned a complex operation into a more profitable, controlled, and scalable model, standing out for its ability to integrate innovation with real impact. As a result, the project won Gold in the Best Use of Technology category at the IMT 2026 National CX&EX Awards during the Global CX Forum 2026.
Do you want to transform your operation with a strategy that combines AI, analytics, and automation? At Pentafon, we develop scalable models that turn technology into real business value.