Meet your customers wherever they are
74% of people ignore unknown numbers.
Our digital-first and AI-native collection engines lift liquidation by 31% or more by meeting customers where they are, on their own terms.
Our digital-first and AI-native collection engines lift liquidation by 31% or more by meeting customers where they are, on their own terms.
8 of Top 10
Credit Card Issuers
3 of Top 10
BNPL providers
7 of Top 10
Fintechs
WHY THIS MATTERS
There is more to collect, and fewer people answer the phone
Collections volumes are rising while customers are harder to reach by phone, which strains liquidation and cost-to-collect on every program at once.
Unanswered calls
74%
Nearly three-quarters of US consumers do not answer calls from unknown numbers, for fear they are scams, so voice-only outreach now misses most accounts.
TransUnion, Consumer Phone-Channel Survey, October 2024
Rising Debt
4.8%
Delinquency rates reached the highest level in nearly a decade with almost 5% in some stage of delinquency in Q4 of 2025.
Federal Reserve Bank of New York, Household Debt and Credit Report, February 2026.
Customer hardship
+20.4%
Individual insolvencies in England and Wales rose 20.4% in the first quarter of 2026 against a year earlier, which means more customers are in genuine difficulty.
The Insolvency Service, GOV.UK, Individual Insolvency Statistics, April 2026.
PROVEN OUTCOMES
We reach customers differently, and more of them pay
More customers are responding to self-serve options and a digital resolution, before an advisor ever dials.
90%
collected digitally
Across multiple client brands, up to 90% of all cash is recovered through our digital platform rather than through live advisors.
92%
customers self serve
92% of customers set up arrangements and pay through the digital platform without ever needing a live advisor.
31%
lift in liquidation
Our autonomous AI collector lifted liquidation while handling 43% more accounts than a human team.
75%
engagement rate
For a UK retailer hit by cost-of-living pressure, digital-first, persona-based outreach lifted engagement to 75% and doubled paying customers.
Customer experience solutions for collections
Every channel orchestrated into a single conversation
Digital engagement, omnichannel outreach, and self-service run as one motion, with AI deciding the message, channel, and moment for each account.
Turn outreach into responses, not noise
We segment accounts into 1000's of groups and tailor the offer, content, channel, and timing to each customer, using affordability and propensity-to-pay models. A library of compliance-approved email and SMS templates feeds dynamic outreach in the customer's preferred language, which lifts response.
Voice + SMS + Email + Mail + Call
We deliver a connected customer engagement experience across digital and traditional channels, ensuring interactions remain consistent, seamless, and effective throughout the collections journey. Specialist support is available whenever additional assistance is needed.
Customers resolve on their own terms, at any hour
A branded, mobile-optimized self-service experience gives customers an easy way to manage balances, arrange payments, and resolve accounts without waiting for advisor support. Routine interactions are handled through digital channels, while specialists focus on customers who need additional assistance.
AI decides the next best action
AI-orchestrated engagement delivers personalized customer journeys across digital and voice channels, helping organizations engage customers more effectively at scale. Business teams can adapt strategies quickly as portfolio conditions evolve, while real-time dashboards provide visibility into inventory, channel effectiveness, and operational performance.
WHO WE SERVE
AI-native collections engine for every industry we serve
The rules, the channels, and what counts as a fair outcome change from one industry to the next. As a result, collections operations change, and our solutions are built to adapt to and incorporate that nuance at every turn.
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healthcare provider
Patient payments made effortless
We help patients resolve billing and self-pay balances through SMS payment links, digital self-service, and empathetic messaging, allowing them to pay through their preferred channel and on their own timeline.
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Communication
Conversations that prevent disconnects
We re-engage telecom and cable customers through coordinated digital and voice outreach, recovering outstanding balances while reducing churn and device loss.
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Energy and Utilities
Hardship-aware engagement at scale
We support energy and utilities customers in arrears through persona-based, multichannel outreach that reaches high volumes while directing those experiencing financial hardship to affordable payment plans.
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WHY FIRSTSOURCE
Meet the empathetic autonomous collections agent
An AI voice agent warming up a call, then handing a context-rich account to a human closer, if needed.
Right-party contact rose 15%
A live collections program needed to improve contact rates and collections performance without expanding staffing levels or increasing compliance risk.
We introduced AI-enabled automation to simplify routine customer interactions and improve workflow efficiency, allowing collection specialists to focus on conversations where human expertise added the most value. Results: significant improvements in engagement and collections outcomes compared with the existing operating model.
We introduced AI-enabled automation to simplify routine customer interactions and improve workflow efficiency, allowing collection specialists to focus on conversations where human expertise added the most value. Results: significant improvements in engagement and collections outcomes compared with the existing operating model.
15%
increase in right-party contact reached
16%
increase in average payments
31%
lift in liquidation
43%
more accounts handled
PROOF OF DELIVERY
Robust programs that deliver repeatable outcomes
Open rates, outreach scale, and 6-month liquidation, each from a different channel shift.
85%
open rates
Compliant, well-timed email outreach sustains open rates above 85% across digital collections programs.
300M
outreach contacts
300 million digital outreach contacts a year across 41 million unique customers.
56%
liquidation
For the world's largest payment processor, a digital-first collections platform delivered 1.2M dollars in monthly revenue at launch.
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
Case Study
How a multi-state US electric utility accelerated $305M through digital outreach
A large, multi-state US electric utility partnered with Firstsource to modernize its collections and customer outreach operations through digital communications. The objective was to supplement existing mailed and field-based processes with timely, electronic outreach that could expand customer response windows, encourage self-serve payments, and reduce reliance on field activity.
contact us
Your customers stopped answering. We reach them anyway.
See how an AI-powered, omnichannel program performs on your portfolio, diagnosed on your own data.
- The operator who runs the channels diagnoses your mix, not an advisor working from a deck.
- You see proof on a sample of your accounts.
- We build the program around your customers' channel behavior, not a generic maturity model.