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December 16, 2025
In-house collections automation can reduce repetitive administrative work and create a more consistent process when it is built around documented controls. This guide explains how to design workflows, communication safeguards, human review, and measurement without treating automation as a substitute for legal and operational judgment.
Read the analysisFebruary 1, 2025
Digital debt collection uses coordinated channels such as telephone, email, text messages, and secure self-service tools to communicate about an account. For consumer-debt collectors, an omnichannel program must be designed around the Fair Debt Collection Practices Act and Regulation F, including channel-specific communication controls, consumer preferences, and validation-notice requirements.
Read the analysisJanuary 5, 2021
Omnichannel collections coordinates permitted phone, email, text, mail, and self-service interactions from a single account record. A sound program uses that shared record to honor communication restrictions, maintain accurate history, and apply controls before a contact is sent rather than simply increasing outreach volume.
Read the analysisApril 5, 2018
AI can help collection teams handle defined, repeatable tasks and give live agents more time for exceptions, disputes, and complex conversations. Its value depends on accurate account data, clear escalation paths, testing, and controls that preserve applicable consumer protections.
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