National Debt Relief Selects Twilio to Replace Legacy Contact Centre

Twilio, the leading cloud communications platform company, announced that National Debt Relief is replacing its legacy contact center technology and moving all its customer communications to Twilio. In just 90 days, National Debt Relief rolled out a contact center solution built on Twilio’s scalable, secure APIs that will serve 1,300 agents and employees across three service centers.

The company aims to provide an unrivaled multi-channel customer experience for the thousands of customers every month who rely on National Debt to rid their lives of burdensome debt.

National Debt Relief’s customers are often in immediate need of support to get out of debt and avoid bankruptcy. In order to serve customers in their time of need, National Debt Relief envisioned a contact center that was scalable enough to handle their rapid growth, flexible enough to adapt to emerging technologies in the future and accessible to customers on whichever channel they wanted to communicate.

“National Debt Relief’s goal is to be the number one advocate for Americans when it comes to re-establishing financial stability,” said Daniel Tilipman, president, co-founder and CTO of National Debt Relief. “Providing an excellent customer experience is absolutely critical to that mission and we found ourselves unable to serve our customers the way we needed to using our legacy contact center infrastructure. With Twilio’s platform, we are able to build the exact experience to serve our customers and had it up and running in 90 days for a fraction of the cost.”

Using Twilio’s cloud communications platform, National Debt Relief’s contact center will:

  • Allow customers to contact National Debt Relief via phone, text message or online chat
  • Incorporate natural language understanding in order to route calls so customers never have to go through a standard IVR
  • Integrate artificial intelligence into messaging functionality so that preliminary questions and problem-solving can be handled via an intelligent bot before being routed to a customer support representative
  • Leverage skill-based routing in order to prioritize urgent customer requests

“National Debt Relief has a history of swiftly adapting to the ever shifting technology landscape in order to serve its customers — many of whom require urgent assistance,” said Marc Boroditsky, SVP of sales at Twilio. “We are thrilled that the organization selected Twilio to help them deliver the next generation of their contact center experience and look forward to working with Danny and team to serve thousands of Americans who need relief from debt and deserve a simple, intuitive experience in the communications channel of their choice.”

National Debt Relief is one of the United States’ largest and one of the most reputable debt settlement companies. The company is dedicated to helping individuals and families rid their lives of debt and have negotiated settlements for thousands of creditor and collection accounts.