Customer Dynamics —
Outbound Contact Center & Payment Automation
Customer Dynamics delivers outbound contact center automation purpose-built for regulated industries — collections, healthcare billing, and financial services. Built-in TCPA and FDCPA compliance prevents violations automatically. Agentless and agent-assisted payment collection runs across voice, SMS, email, and chat from a single platform. Fibi sources and negotiates Customer Dynamics on your behalf, at no cost to you.
Portfolio
Customer Dynamics Services
Omnichannel outbound campaign management, built-in TCPA/FDCPA compliance, agentless and agent-assisted payment collection, and revenue optimization analytics — purpose-built for regulated industries.
Omnichannel Outbound Campaign Management
End-to-end outbound campaign management across voice, SMS, email, and chat — with automated dialing, cadence scheduling, channel sequencing, and campaign analytics from a single platform. Customer Dynamics manages the full outbound lifecycle: who to contact, when to contact them, which channel to use, and how to sequence follow-ups based on response. Campaign logic is configurable by segment, account type, and compliance profile, enabling operations teams to run multiple simultaneous campaigns without manual oversight of each contact attempt.
Built-In Regulatory Compliance (TCPA/FDCPA)
TCPA, FDCPA, and state-level regulatory compliance enforced automatically at the platform level — not dependent on agent or supervisor judgment. Customer Dynamics checks consent status, scrubs against do-not-call lists, enforces call time windows by state and time zone, manages revocation records, and applies dialing restrictions before any outbound contact attempt is made. For regulated industries where per-violation penalties run $500–$1,500 and class action exposure is significant, platform-level enforcement is the only reliable compliance strategy at scale.
Agentless Payment Collection
Fully automated payment collection via voice IVR, SMS, email, and chat — no live agent required. Customers receive an outbound contact through their preferred channel and can complete a secure payment transaction (card or ACH) end-to-end without speaking to an agent. Agentless payment collection increases payment throughput without scaling headcount, reaches customers who prefer self-service over live calls, and runs 24/7 without staffing constraints. Customer Dynamics manages the payment flow, PCI-compliant data handling, and confirmation across all agentless channels.
Agent-Assisted Payment & Collections
Live agent workflows for accounts that require human handling — complex disputes, high-balance accounts, or customers who need assistance completing a payment. Customer Dynamics provides the agent desktop, script guidance, compliance guardrails, and payment processing tools that allow agents to handle collections and payment conversations efficiently and within regulatory boundaries. Agent-assisted and agentless workflows run on the same platform with unified campaign logic, so accounts can be routed to the appropriate channel based on balance, segment, or contact history.
Campaign Analytics & Revenue Optimization
Real-time and historical analytics across all outbound campaigns — contact rates, payment conversion rates, right-party contact rates, channel performance, agent productivity, and revenue recovery by segment and campaign. Customer Dynamics is positioned as a revenue optimization platform, not just a cost-reduction tool: analytics are oriented toward increasing collections yield and payment recovery rates, not just operational efficiency. Campaign performance data drives continuous optimization of contact strategy, channel mix, and timing to maximize recoveries.
SMS/Email/Chat Payment Channels
Outbound SMS, email, and chat channels for payment collection and campaign engagement — managed alongside voice from a single platform with unified compliance enforcement. SMS payment links allow customers to pay via text with a secure, mobile-optimized payment page. Email sequences manage follow-up and escalation for accounts that don't respond to initial contact. Chat enables real-time interactive payment conversations without a voice call. All digital channels are subject to the same compliance governance as voice — consent management, opt-out handling, and contact frequency limits applied automatically.
Ideal For
Who Customer Dynamics Serves Best
Collections & Accounts Receivable
Collections agencies and in-house AR departments that need high-volume outbound dialing with built-in FDCPA and TCPA compliance — plus agentless and agent-assisted payment collection across multiple channels. Customer Dynamics is built around the specific operational and regulatory requirements of the collections workflow.
Healthcare Billing & Patient Payments
Healthcare billing departments and revenue cycle management operations that need compliant outbound patient communication, payment reminders, and self-service payment collection — without scaling billing staff proportionally with patient volume. Agentless voice and SMS payment flows reduce friction for patients while maintaining compliance.
Financial Services & Lending
Banks, credit unions, lenders, and financial services firms that conduct outbound payment reminders, collections calls, and account notifications subject to TCPA and state-level calling restrictions. Customer Dynamics enforces compliance automatically at the platform level and supports payment collection across all channels.
Insurance & Subscription Billing
Insurance companies and subscription businesses with recurring payment collection workflows — renewal outreach, lapsed payment recovery, and account notifications at scale. Omnichannel campaign management with automated compliance enforcement reduces the manual overhead of high-volume outbound communication programs.
Why Customer Dynamics
Key Strengths
What sets Customer Dynamics apart from general-purpose contact center and outbound dialing platforms.
Regulatory compliance enforced at the platform level — not a policy document or training program. Customer Dynamics checks consent, scrubs lists, enforces state-specific calling windows, and manages revocations before any contact attempt is made. For collections and financial services operations, this eliminates the per-violation exposure that comes with manual compliance processes and reduces class action risk at scale.
Payment collection that runs without live agents — via voice IVR, SMS, email, and chat — 24/7 and without headcount constraints. Agentless collection allows organizations to increase payment throughput dramatically without proportional staffing increases, and reaches customer segments who prefer self-service channels over live agent calls. Customer Dynamics manages the secure payment flow, confirmation, and reconciliation across all agentless channels.
Customer Dynamics frames outbound contact center automation as a revenue generation tool, not just an operational efficiency play. Campaign analytics are built around payment recovery rates, right-party contact rates, and revenue by segment — enabling continuous optimization of contact strategy to increase collections yield. This orientation is meaningfully different from platforms that focus solely on cost-per-contact or agent handle time.
Voice, SMS, email, and chat payment channels managed from a single platform with unified campaign logic and compliance enforcement. Different customer segments respond to different channels — the omnichannel approach maximizes contact and payment rates by reaching customers through their preferred medium rather than relying on a single channel that many will ignore.
Customer Dynamics is purpose-built for regulated industries — collections agencies, healthcare billing, financial services, and insurance — where outbound compliance is not optional and the consequences of violations are significant. The platform's compliance architecture, payment collection workflows, and campaign management features are designed for the specific operational and regulatory requirements of these verticals, not adapted from a general-purpose contact center platform.
Why Use Fibi
Customer Dynamics Direct vs. Through Fibi
Your contract is with Customer Dynamics either way. The difference is the advisory, comparison, and support layer around it.
| Aspect | Customer Dynamics Direct | Customer Dynamics Through Fibi |
|---|---|---|
| Pricing | Standard rack rate | Volume-negotiated — equal or better |
| Provider comparison | Customer Dynamics only | Customer Dynamics vs other CCaaS/outbound platforms |
| Quote turnaround | 5–10 business days | 24–48 hours across all evaluated providers |
| Scope guidance | Customer Dynamics account team | Independent review of compliance, channel, and payment fit |
| Contract support | Customer Dynamics account team | Independent advisor representing you |
| Post-go-live support | Customer Dynamics managed services | Fibi escalation + Customer Dynamics managed services |
| Advisory fee | N/A | $0 — carrier-funded |
FAQ
Common Questions About Customer Dynamics
Get a Free Customer Dynamics Quote Through Fibi
Fibi will evaluate Customer Dynamics against competing outbound contact center and payment collection platforms for your operation — compliance requirements, channel mix, agentless vs. agent-assisted fit, and pricing from every relevant option. Side-by-side comparison, no obligation, no sales pressure.
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