From 5% to 30%:
How Capital on Tap
increased collections performance by meeting customers where they are
Capital on Tap deployed Aryza Engage our AI-native autonomous customer engagement platform. Starting with two-way SMS and WhatsApp messaging across their collections and vulnerable customer support teams the impact was immediate.
Watch Mark Porter, Head of Collections at Capital on Tap, on why Aryza Engage was so successful, what metrics were delivered and where they are taking it next.
Customer Interview
The Business Challenge
With continued growth, Capital on Tap needed to fundamentally rethink its approach to collections engagement. The goal was clear: move away from a telephony-dominated contact centre environment towards a more flexible, multi-channel model that could better support customers and scale operationally.
This shift was particularly important for customers experiencing vulnerability, including mental health challenges, where unplanned phone calls often created additional stress rather than meaningful engagement.
The Solution was that Capital on Tap partnered with Aryza and launched a proof of concept focused on two-way SMS and WhatsApp messaging within collections and vulnerable customer support teams. The platform enabled the team to engage customers digitally, asynchronously, and at scale, while remaining fully compliant.
Watch video for the full story.
Improved Business Outcomes
Capital on Tap’s results with Aryza Engage
2–3x
Higher engagement than traditional outbound phone activity
Up to 30%
Right-party contact rates for vulnerable customer campaigns
15%
Standard collections contact rate (before: 5-10%)
About Aryza Engage
Aryza Engage is an AI-native autonomous customer engagement platform that helps organisations improve collections performance, increase customer engagement and increase operational capacity across voice, digital and self-service channels.
Designed for regulated, high-volume customer environments, it combines AI-native voice automation, AI-driven digital engagement and self-service capabilities within a single platform — enabling organisations to automate customer interactions from first contact through to full resolution.
What Aryza Engage Delivers
AI-driven digital engagement
Two-way SMS, WhatsApp and chat that reaches customers through the channels they already use, at a time that suits them. Customers can respond, reflect and engage at their own pace — which is why digital consistently outperforms outbound calling in collections environments.
AI-native voice automation
Inbound and outbound voice interactions handled autonomously, with intelligent handoff to live agents when the conversation requires one. High-volume voice activity managed without proportional increases in headcount.
Agentic AI
AI that plans, decides and acts across complex multi-step customer journeys without continuous human instruction. From first contact through to a confirmed payment arrangement, the platform can manage the full journey autonomously.
Customer self-service
Payment journeys, affordability workflows and account resolution that customers can complete independently. Customers who want to resolve an issue quickly can do so without waiting for an agent.
Vulnerable customer support
Asynchronous digital messaging gives customers the time and space to engage comfortably. Vulnerability detection and escalation is built into the platform, ensuring customers who need additional support are identified and handled appropriately.
AI-driven quality assurance
100% of interactions reviewed, not a sample. Full oversight of every customer conversation across voice and digital, without additional headcount.
Compliance baked in
Consent management, opt-in and opt-out controls, encrypted messaging and full conversation audit trails and oversight are part of the platform by design, not bolted on afterwards.
See what Aryza Engage can do for your collections team
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