How a call actually flows.
Two directions, two parts each. Outbound is Reach then Resolve. Inbound is Recognize then Handle. Here's exactly what happens at every stage.
Every outbound call, in two parts.
Part one gets you to a live human voice on the line. Part two turns that conversation into a resolved account — or a clean hand-off.
Reach
From raw account to a connected, live conversation.
Ingest & queue
New accounts arrive (upload or SFTP), get normalized and enriched, and drop into the dialing queue.
Identity-aware dialing
Calls placed with managed concurrency, throttling, and caller-ID rotation to protect pickup rates.
Time-window targeting
Each account is dialed inside its optimal contact window — derived per customer time zone.
Connect
On pickup, the call is handed to the voice agent. No-answer / busy / voicemail route to the retry curve.
Resolve
From hello to a captured outcome, follow-up, or warm transfer.
AI conversation
A natural, human-like agent greets the customer, states the reason for the call, and drives the script.
Live lookup & verification
Mid-call, the agent pulls balances and verifies identity (SSN + DOB) against your live systems in real time.
Action
Take a payment, capture a promise-to-pay, schedule a callback, or answer the customer's questions.
Outcome capture
Structured outcome + full transcript, recording, and metadata stored — every call, no exceptions.
Follow-up or warm transfer
Unresolved? Into the multi-touch cadence. Needs a human? The warm transfer agent briefs a live rep, then bridges.
Every inbound call, in two parts.
Part one figures out who's calling and why. Part two handles it end-to-end and keeps every system in sync.
Recognize & route
Identify the caller and load their context before a word is wasted.
Inbound call received
A customer calls the number back. The inbound agent answers immediately, 24/7.
Caller matched to account
The phone number is matched against your records to identify the account on the line.
Context loaded
Balance, status, and prior-call history are loaded so the agent opens already knowing the situation.
Routed to the right flow
The call is steered into the correct conversation path — payment, query, dispute, or escalation.
Handle & sync
Resolve the call, then update every downstream system automatically.
End-to-end handling
The agent runs the whole conversation — with the same live data access and verification as outbound.
Outcome capture
The inbound interaction is logged with its outcome, transcript, and recording.
Account synced
The matched account is updated so the outbound dialer skips it — no duplicate or crossed calls the same day.
Reported to your partner
The inbound call lands in the same-day reconciled file delivered back to your data partner.
See how the data behind every call is managed.
Identity verification, ingestion, and the closed loop back to your partner — all explained.