Case Study: Complete Recovery Corp (CRC)

Faced with a need to scale its outreach efforts while ensuring continued regulatory adherence, visibility, and agent productivity, CRC adopted SmartReach, a cloud‑based solution designed for scalability, centralization and proactive personalization. The solution integrated omnichannel engagement management, customization, built-in compliance safeguards, complex automated routing, branded caller display, and speech analytics to strengthen efficiency and customer experience. Results were rapid and measurable: crowdsource‑based hiring accelerated staffing at scale, typical go‑live times were under a week, and SmartReach improved contact rates and conversions while reducing operational costs. CRC quickly moved from last place to first among seven vendors after implementing the advanced outreach solutions, a turnaround made possible by the partnership and dedication of the SmartReach team.

01 Before

Managing massive outbound volumes across multiple platforms

CRC offers a range of specialized services designed to balance client needs with operational effectiveness. Its equipment recovery programs are customer‑experience-oriented, relying on soft, service‑focused scripting to maintain positive interactions. In first‑party collections, the company has tailored its approach to align with each client’s brand and communication style, while strictly regulated charge‑off collections are conducted with maximum compliance safeguards. Supporting these efforts, the company was managing massive outbound volumes of more than 150 million dials annually using multiple contact center software platforms such as Caesar, Five9, and Noble.

02 Desire to change

Obstacles to scaling outreach with legacy systems

CRC faced the pressing need to scale its outreach efforts while ensuring that compliance, visibility, and agent productivity remained intact. However, reliance on several legacy systems posed a significant obstacle. These platforms made it difficult to maintain billing accuracy, adhere to regulatory requirements, and consistently meet client service standards. Reliability issues further compounded the challenge, creating inefficiencies that limited the organization’s ability to operate at the desired scale in a competitive environment.

At the same time, CRC recognized the importance of evolving to meet modern customer expectations. The company required a more effective way to support omnichannel interactions, empower remote agents, and drive growth across diverse industries such as telecom, banking, and healthcare. Achieving these goals was essential to delivering a top-tier customer experience, one that could balance operational scalability with regulatory compliance and service excellence.

“With SmartReach, we went from dead last to first out of 7 vendors in less than 90 days. The ability to launch campaigns in under 48 hours and scale our team on demand has completely transformed how we operate.”

Doffie Howard

VP of Technology, CRC

03 NiCE solution

Switching to SmartReach for scalable, regulated outbound customer engagement

CRC selected SmartReach for its proven ability to deploy quickly, operate at scale, and deliver measurable outcomes. The solution distinguished itself with a compliance‑first design, implementation that offered unmatched agility and flexibility, and scalability to support complex campaign management. Its reputation for best‑in‑class compliance and reliability made it the right fit for CRC’s operational needs.

Purpose‑built for personalization and customization, SmartReach provides cloud‑based, largely self‑configurable functionalities. It integrates easily with both internal and third‑party applications, while enabling rapid addition of new capabilities and communication channels. This architecture allowed CRC to support omnichannel outreach with consistency and precision.

CRC adopted a wide range of SmartReach omnichannel compliance controls and efficiency features, which are continually updated and aligned with client operations. These included built‑in Reg F, TCPA, and state dialing rules, disaster area blocking, and auto‑managed call caps and windows for states such as Massachusetts, Florida, and California. Additionally, state‑based routing prevents offshore agents from handling geo-restricted calls. The platform’s call recordings and comprehensive reports are suitable for audits or legal challenges, while speech analytics supports training, coaching, and regulatory adherence.

On the customer‑experience side, SmartReach provided CRC with branded caller display (CNAM) to improve contact rates and build trust, LCID to reduce spam labels, number cleansing to enhance dial efficiency, and seamless text and email integration. Best‑in‑class IVR solutions round out the platform’s capabilities, ensuring a comprehensive and compliant outreach environment.

04 Results

Top-ranked vendor through speed, scale, and compliance

CRC’s adoption of SmartReach delivered measurable improvements in speed, scale, and compliance. Its crowdsource‑based hiring model enables rapid staffing at scale, allowing the company to meet aggressive goals efficiently. Typical go‑live times are less than one week with an on‑site team, and in one notable case a Florida gubernatorial campaign was launched in under two days with a fully remote staff. These capabilities are reinforced by SmartReach’s compliance‑first design, which helps CRC adhere to client requirements and significantly reduce legal settlements.

CRC had been struggling to meet its KPIs and ranked last for performance among seven vendors. Just three months after introducing SmartReach with Business Contact Dialing (BCD), the company rose to become the best‑performing service provider in its class. The partnership and dedication of the SmartReach team were central to accelerating this performance, ensuring that CRC could combine regulatory safeguards with operational excellence to achieve these remarkable results.

05 Future

Looking ahead to AI innovation with NiCE

Although CRC has yet to implement NiCE AI tools, the team is eager to begin leveraging AI-driven insights for quality assurance, speech analytics, and agent coaching. With confidence in NiCE’s leadership through the next wave of innovation, the company is actively engaged in CX technology roadmap discussions and beta programs. This is part of CRC’s commitment to early adoption and collaboration in the ongoing development of advanced performance and customer engagement solutions.