Skip to content
EN
Demo
Platform
CallsQueues and routingIVR (phone menu)Smart transferAuto dialerBrowser-based softphoneClick-to-call
Messaging and customer dataUnified inboxForm builderCustomer portalCustomer success platform
ManagementHistorical reportingReal-time monitoringShift scheduling
Deployment and securityIn our cloudOn your serversHybrid deploymentData security
Platform →
Solutions
IndustriesRetailReal estateBanking and insuranceTravelHealthcareEducation
Customer serviceFAQ self-serviceOrder status without an agentAfter-hours coveragePeak days without overloadConversation quality assurance
SalesLead qualificationAppointment bookingRepeat salesLoyalty program
Outbound communicationPayment and overdue remindersNotifications and confirmationsPost-interaction survey
Who it's forBy company sizeBy role
Solutions →
AI agents
For customersVoice AI consultantAI consultant in chat
For employeesAI assistant for calls and salesAssistant for work questionsNew hire onboarding
TechnologyKnowledge baseSpeech analyticsAI connectorModelsData security
ServicesAI agent trainingMachine learning
AI agents →
Integrations
CRM systemsSalesforceHubSpotDynamics CRMSAP CXZoho CRMPipedrive
ERP systemsSAPNetSuiteBusiness CentralSageOdoo
Help desk and team chatZendeskFreshdeskServiceNowSlackMattermost
Messaging and socialWhatsAppViberInstagramFacebookSMSLive chat
Telephony, API, and AIAsteriskAMI, AGI, and ARIKamailioFreeSWITCHAPI and protocolsMCP connectors
Integrations →
Pricing
Company
ResourcesBlogCalculatorsComparisonsLibraryGlossary
ServicesOpen SourceImplementationDevelopmentSupportTraining
ContactsContact usAboutFacts and figures
Company →
Language: English
Demo

Use cases

Payment reminders

With CONTACT.WORK, customers pay on time more often, and your team no longer has to work through call lists by hand. Shortly before a due date, the bot sends an SMS or calls to say how much is due and how to pay. The platform skips customers who have already paid, using payment data from your billing system or CRM. When a payment is late, the AI consultant agrees on a date the money will arrive and records the promise, while disputes, payment plans, and difficult cases go to an employee.

Get a quotePricing
$0license feesYou pay for support, minutes, and AI
Anybilling system (API)Billing or other accounting software
8 AM-9 PMcollection call hoursIn the customer's local time, per the rules you set
1customer timelineCalls, messages, and promises side by side

Challenges

What manual collection calling costs you

Manual dialingEmployees spend hours working through the list; many people don't pick up, and calls often go to voicemail.
Reminding people who already paidThe list wasn't checked against payments, and a customer who paid yesterday gets a reminder.
Lost promisesThe date a customer gives stays in an employee's notes and gets forgotten.
Talking to the wrong personThe balance is read out before anyone confirms who is on the line.
Calls at the wrong timeLists get dialed with no regard for time zones or the hours when such calls aren't allowed.
No idea what worksIt's unclear which reminders actually lead customers to pay.

Solution

How reminders work for you after launch

Before due date

An advance reminder

Ahead of the due date, the platform sends the customer an SMS or voice reminder: how much, by what date, and how to pay. Payment data comes in from your accounting system, so customers who paid aren't on the list.

  • Amount and date
  • Payment method
  • Paid customers skipped

Past due

A firm payment date from late payers

Early in delinquency, the bot calls the customer, states the past-due amount, and agrees on a payment date. The promise appears in your CRM right away. If the customer disputes it, an employee takes over the conversation.

  • Bot call
  • Payment date
  • Employee for disputes

Verification

Verification first, amount second

The bot gives the amount only after verification: a code word, the phone number on the customer's account, or selected ID details. Recording pauses while the customer keys in digits, and keypresses aren't stored anywhere.

  • Code word
  • Recording pause
  • Keypresses not stored

Inbound

Customers who call in hear the amount with no wait

When a customer calls your company, the IVR verifies them and reads out the amount due and payment details – and recent payments, if they ask. An employee still handles complex questions.

  • Amount due
  • Recent payments
  • Payment details

Rules

Calls only during permitted hours

Customers are called in their own time zone and only during the hours you set to stay within the law for collection calls. The system stops dialing anyone who opts out and adds a note in your CRM.

  • Time zone
  • Permitted hours
  • Do-not-call list

Examples

Payment situations: before and after

Before and after.

Three days before the due date

Employees used to call everyone on the list, even people who paid early, and spent many hours on it. Now, three days before the due date, the customer gets an SMS or a bot call with the amount and date, followed by a link to pay. The system skips anyone who has already paid. Employees spend time only on conversations that need a person, and customers hear about the payment in time.

  • In advance
  • Call or SMS
  • Paid customers skipped
Example 1 of 4

You decide when to remind, what to say, and when to bring in an employee. We configure these rules at launch.

Capabilities

More capabilities

Reminders, difficult cases, security, and oversight.

Reminders

  • Reminder channelThe bot calls, sends an SMS, or messages in a messaging app – you choose the channel.
  • Event triggersA calling campaign starts automatically when a set event happens in your billing system or CRM.
  • Payment scheduleThe bot and IVR give the date and amount of the next scheduled payment.
  • Retry callIf no one answers, the call is retried later from a different company number.
  • Answering machine filteringVoicemail or silence is detected before an employee joins the call.
  • Callback at a convenient timeIf the customer is busy, the next call comes at the hour they name, as long as it falls within permitted hours.
  • Broken promiseIf payment hasn't arrived by the day the customer named, the reminder goes out again.
  • Reminder sequenceYou set the order of steps: an SMS first, a call on the due date, a retry later, then an employee.

Difficult cases

  • "I already paid"Reminders pause until the payment is verified and resume if it isn't found.
  • Disputed amountThe bot opens a case for an employee, and the customer isn't called until the dispute is resolved.
  • HardshipThe customer lost their job or fell ill – automated calls pause, and an employee trained for these cases handles the conversation.
  • Wrong personA third party answers – the amount isn't stated, the number is marked invalid, and it's removed from the campaign.
  • Payment plans and extensionsThe bot reads out the options you allow and records the choice; an employee finalizes it.

Security

  • Voice biometricsconfigured for youCustomers can be recognized by voice, without a code word.
  • Fraud signalsSpeech analytics flags conversations that look like fraud.
  • Call recordingCalls are recorded with a recording notice played at the start, and only employees with the right role can listen to them.
  • Account matchingThe caller's identity is checked against their account or contract number.

Oversight

  • Required phrasesSpeech analytics checks whether the employee said everything your rules require.
  • Transfer to a branchA question only a branch or office can resolve is transferred there directly.
  • Complaints with a deadlineEach complaint gets a response deadline, and the owner gets a reminder in advance.
  • Call outcomeThe call result and the date the customer promised are saved in your CRM or billing system.
  • Outcome categoriesEvery call gets a disposition: paid, will pay by date, can't pay, dispute, call back, refused.
  • Promised vs. paidReports count promises and payments received separately, never mixed.
  • Call limitsThe number of calls to one customer per day, week, and month is capped by the rules you set to stay within the law.
  • AI queue scoringconfigured for youA model moves customers who are more likely to pay after a call higher in the queue.

Modules

Contact center modules

Auto dialerCalls shortly before the due date and after a payment is missed, with consent and do-not-call list support, respecting the customer's local time and the hours you allow for such calls.→Answering machine detectionTells voicemail and silence apart from a live person before transferring to an employee, so empty calls don't take up their time.→Voice AI consultantVerifies the caller, reminds them of the balance, and agrees on a payment date, passing disputed conversations to a live employee.→IVR (phone menu)Tells customers who call in their balance and payment details and lists recent payments on request, without tying up employees.→API integrationConnects your billing system, ERP, or CRM to the platform, so customers hear current amounts and dates, not numbers from an old list.→Speech analyticsChecks that employees say the phrases your rules require and flags calls that show signs of fraud.→
People handle only the hard conversationsReminders go out on a schedule or when an event happens in your billing system. Employees step in for disputes, payment plan requests, and unusual situations; the bot does the repetitive work.
Customers who paid aren't botheredBefore calling, the platform checks the list against payment records and skips anyone who has already paid. You don't strain relationships with customers who pay on time, and you don't pay for extra minutes.
You know what money to expectThe bot enters the date the customer names straight into your CRM. Managers see what payments are expected and when, and a broken promise triggers another reminder.
Only the customer hears about the balanceThe amount is stated only after the caller answers a verification question based on their account. Balance details don't reach third parties, and you get fewer complaints.

Launch

How we launch

  1. 01DataWe connect the platform to the system where you track payments: amounts, dates, and payment status come in through the API.
  2. 02RulesTogether we choose reminder days, the contact channel, and what to do when a payment is late.
  3. 03Customer verificationWe choose what the bot asks the customer before stating the amount, so no third party learns about the balance.
  4. 04ScriptsWe write call and message scripts and plan the past-due conversation and when to bring in an employee.
  5. 05PilotWe turn on reminders for a small group of customers, listen to recordings, and refine the scripts.
  6. 06Go-liveWe roll reminders out to all customers and use reports to track what share of promises to pay are kept on time.

Preparation

What to decide up front

Where are amounts and dates?Tell us which system stores each customer's payment amounts, due dates, and payment status.
When to remind?Decide how far in advance to remind customers and when to call after a missed due date.
Which channel?Decide which customers should get a call and which prefer SMS or messaging apps.
How to verify customers?Choose the questions the bot uses to confirm it's speaking with the customer and not someone else.
Who handles disputes?Decide which employees will handle disputes and payment plan requests.

Q&A

Frequently asked questions

What triggers a reminder?

An uploaded customer list or an event in your billing system, such as a due date arriving.

Will a customer who already paid still get a reminder?

Before sending, the platform checks payment data and skips that customer. If the payment just went through and the data hasn't updated yet, the customer only has to say so – the bot stops reminding until the payment is verified.

What does the bot do when a payment is late?

It states the balance, asks when the customer can pay, and saves that promise. If there's a dispute, an employee steps in.

How does customer verification work?

The bot asks for something only the customer knows: a code word, the last few digits of an ID number, or a contract or account number. Recording pauses while the customer keys in digits on the phone.

When are collection calls made?

Only in the windows you choose – usually 8:00 AM-9:00 PM in the customer's local time, with separate limits for weekends and holidays if you want them. You decide which compliance rules these calls follow.

Can we send messages instead of calls?

Instead of a call, the customer can get an SMS or a text in a messaging app; you pick the channel for each customer.

Where do the results go?

The call outcome and promised date go to your billing system or CRM via API, and you can see a summary in reports.

A customer asked not to be called – what happens?

Their number is added to the do-not-call list and no longer included in campaigns, and your CRM gets an opt-out note.

Will this work for a small company?

Message reminders and payment checks help even a small team. Calls from the voice AI consultant are meant for contact centers with ten or more agents.

How is pricing calculated?

The platform is free, with no licenses to buy. Setup and configuration are billed in support hours under your support plan; phone service and AI are billed separately. Contact us for pricing.

Pricing calculator →

Glossary

Terms on this page

CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
Voicemail
A recorded message when the person does not pick up. Learn more →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
Answering machine detection (AMD)
Tells whether a person or an answering machine picked up an outbound call. Learn more →
ERP – enterprise resource planning
Orders, inventory, and finance in one system. Learn more →

More

Related

Repeat sales and retention How the bot reminds customers about contract renewals and repeat purchases, while managers spot customers at risk of leaving in time to decide what to offer them. Learn more Customer portal How customers and partners find the documents and information they need in the customer portal without waiting for a call or tying up the line. Learn more Data security Which employees can listen to recordings of payment conversations, how every access is logged, and what to prepare for your security team. Learn more AI agent savings See how many employee hours you free up when the AI consultant takes over payment reminders, and where you can redirect that time. Learn more

Blog

From the blog

All articles →
Telephony · 8 min read Predictive, power, or preview: which auto dialer mode to choose Predictive, power, and preview dialing: when each mode pays off, how to avoid losing customers to abandoned calls, and what US rules require. Read the article → Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article →

Updated: