Omnichannel Communication

Digital collections for banks, NBFCs and fintech lenders

Voice, SMS, email, WhatsApp and in-app messaging, run from one borrower record. Digital is the cheapest channel and the easiest to overuse — the same automation that sends one useful reminder sends a thousand. Here the contact rules are built in as system controls.

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Every channel runs from one borrower recordVoice, SMS, Email, WhatsApp all run from the borrower record, which carries consent, contact hours, opt-out.BorrowerrecordVoiceSMSEmailWhatsAppConsentContact hoursOpt-out
one borrower record
Five channels,one borrower record
the lender's contract
Consent fromthe lender's contract
enforced by the system
Contact hoursenforced by the system
borrower level
Opt-out atborrower level

The Four channels

Five purpose-built channels, one connected experience.

  • SMS

    Time-critical notices — due date, payment received, broken arrangement — on registered DLT headers.

  • WhatsApp

    Longer content on the lender's approved templates: statements, arrangement summaries.

  • Email

    The record a borrower can keep — confirmations, arrangement terms, complaint acknowledgements.

  • Voice

    Automated calling and IVR at volume; human tele-calling where it needs a conversation — see Bot Calling & IVR.

Key Features

Centralized CRM for clear, consolidated customer information.
Context-aware communication tailored to customer profiles.
Timely notifications triggered by portfolio and workflow events.
Voice, SMS, Email, WhatsApp & app-based communication in one platform.
Smooth transition to trained telecalling teams when required.
Instant visibility into message delivery, responses, and engagement.

Benefits

1

Higher customer engagement through consistent multi-channel outreach

2

Faster resolution with automated reminders and timely follow-ups

3

Improved satisfaction & loyalty via personalized, responsive communication

4

Better operational efficiency with centralized workflows

5

Complete visibility into customer interactions and performance

Frequently asked questions

Ready to Get Started?

Let's discuss how our omnichannel customer communication services can help achieve your business objectives.