VodafoneZiggo's outbound collections depended on manual call centres and fixed IVR scripts
Operational context
VodafoneZiggo's credit management operation handled overdue payments through traditional outbound voice campaigns — a combination of manual call centre capacity and IVR systems with fixed interaction flows. Luminos Software was already embedded in operational communication workflows within debt collection environments and was asked to modernise the outbound calling process.
What was breaking
IVR interactions were limited to keypad input and fixed decision trees. Conversations followed the same script regardless of who was on the line. The system could not adapt to customer intent, payment history, or the specifics of the outstanding balance. Engagement stayed transactional — and recovery performance reflected that.
Why it mattered
Recovery rates were capped by the rigidity of the interaction model. Manual call centre capacity added cost without adding adaptability. As volume scaled, so did operational dependency on headcount. The workflow had no way to improve performance without increasing effort.
What Luminos Software deployed
Luminos Software deployed a large-scale automated outbound voice workflow. The system automatically:
- executed outbound dialing without manual agent involvement
- generated hyper-personalised text-to-speech messages per customer — replacing generic prerecorded scripts
- ran operational decision logic within VodafoneZiggo's credit management rules
- achieved a meaningful, sustained improvement in payment conversion rate
- initiated a proof of concept replacing IVR keypad flows with AI-driven conversational agents capable of understanding customer intent and responding dynamically
Operational outcome
Outbound collection calls ran at scale without manual call centre dependency. The personalised voice workflow achieved a sustained improvement in payment conversion. The conversational AI proof of concept demonstrated that adaptive, context-aware interactions could further improve recovery performance — moving the operation from static automation toward execution that responds to what customers actually say.
Does this sound familiar?
If your operation depends on manual coordination, disconnected systems, or workflows that only move when someone remembers — we can help.