18% lift in right-party contact for a global BPO — agentic outbound collections
A global BPO's largest collections program was missing quota because right-party contact rates had collapsed. pronix.ai deployed a compliance-first agentic outbound stack — smarter dial strategy, natural voice AI for verification, and evidence-grade audit trails — lifting RPC 18% and promise-to-pay 27% inside TCPA and Reg F.
- Client
- Global BPO, 40,000 seats across 11 countries
- Industry
- BPO
- Platform
- Amazon Connect · Salesforce Financial Services Cloud · AWS Bedrock
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
RPC had dropped from 24% to 15% in 18 months, and every dial strategy tweak triggered a compliance review. Agents were spending the first 45 seconds of every connect on verification, and consent capture lived across three systems.
Our approach
Compliance-graph dial strategy
Modeled TCPA, Reg F and state-level rules as a decision graph the dialer consulted per attempt — no more one-size-fits-all campaigns.
Voice AI for right-party verification
Natural voice agent handled greeting, mini-Miranda and RPC verification — shaving 45 seconds and standardizing script adherence.
One consent ledger
Unified consent, DNC and revocation events into a single append-only ledger consumed by both the dialer and the CRM.
Agent-assist on connect
Once RPC was confirmed, warm-handed to a human agent with account context, negotiation range and next-best offer pre-loaded.
Evidence pack per account
Every attempt produced a regulator-ready evidence bundle — call recording, consent state, script version, model version.
“The regulator asked us to prove intent on every dial. We did — in a spreadsheet, in fifteen minutes.”
Stack assumptions
The reference stack behind this program. Assumptions are what pronix.ai brought in on day one — swap-outs are common, and the implementation summary explains where the substitutions cost time or accuracy.
| Layer | Component | Assumption on day one |
|---|---|---|
| Contact center | Amazon Connect (outbound) | Predictive + preview dialer with per-attempt policy evaluation; recordings archived to S3 with legal hold. |
| Compliance graph | Custom rules service on AWS Lambda + DynamoDB | TCPA, Reg F and state rules modeled as a decision graph; consulted every attempt with sub-50ms latency. |
| Voice AI | Amazon Lex + Polly Neural | Greeting, mini-Miranda and RPC verification only; warm hand-off to human for negotiation. |
| LLM / summarization | AWS Bedrock (Claude 3.5 Sonnet) | Post-call summarization and next-best-offer; guardrails via Bedrock Guardrails on PII and disallowed language. |
| CRM / account of record | Salesforce Financial Services Cloud | Account, consent, promise-to-pay and hardship flags flow both ways; agent desktop unchanged. |
| Consent ledger | Append-only store on Amazon Aurora + S3 | Single source of truth for consent, DNC and revocation; audit exports on demand. |
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Illustrative case study. Scenarios, metrics, quotes and client details are representative composites based on Pronix engagements and industry benchmarks unless a named client is shown with written consent. Outcomes vary by client, scope, data quality and platform configuration. Nothing on this page is a guarantee, warranty or professional advice. See our Terms of Use for the full disclaimer.
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