Émerix: Transforming digital debt collection through omnichannel engagement

Until recently, debt collection and recovery have been viewed as operational necessities rather than strategic opportunities. As digital expectations rise and regulations tighten, the industry must evolve too. For Émerix, a technology company with nearly four decades of experience in collections and recovery, that evolution is built on innovation, omnichannel communication, and strong partnerships. 

At Infobip Global Partner Days 2025, Stefan Kostow Díaz, CEO of Émerix, shared how the company is modernizing debt collection across Latin America, and the role Infobip plays in that monumental transformation.  

A mission built on efficiency, compliance, and experience 

Founded nearly 40 years ago, Émerix develops technology solutions that help organizations improve debt collection and recovery success, while minimizing operational  effort and costs. Commenting on the company’s motivation to transform collection processes and debt recovery.

Stefan adds that their customers generate more recovery with less effort compared to other collections teams.

At its core, Émerix integrates decision engines, data intelligence, and digital communication channels into a single platform. This allows organizations to improve recovery rates while maintaining regulatory compliance and protecting customer relationships. In today’s climate, this has become a delicate game of balancing scales.

The biggest change in modern collections

According to Stefan, today’s collections teams face four major challenges:

• Low contactability through traditional channels
• Increasing regulatory complexity
• The need to balance recovery performance with customer experience
• Operational inefficiency at scale

“Traditional channels are losing effectiveness,” Stefan notes. “At the same time, regulations are becoming more complex, and companies must be very careful about how and when they engage with customers.”

This combination has pushed the industry toward digital-first, customer-centric engagement models.

Digital transformation in Latin America

Across Mexico and the wider Latin American region, collections are rapidly shifting to digital channels.

Stefan explains how the industry has moved toward digitalization over the years, with major players being WhatsApp, SMS, Voice, and other digital channels supporting the shift. With the benefits of automation, artificial intelligence, and a strong focus on compliance and customer experience, these channels are now integrated into omnichannel strategies.

AI and self-service capabilities play a central role in this transformation. By enabling intelligent segmentation, predictive contactability, and conversational virtual agents, organizations can engage with customers at optimal times, through the right channel. The goal is to achieve debt recovery at the customer’s own pace and method of choice; Stefan expands. This will, in turn, reduce costs, increase contact, and maintain solid relationships in the long run.

Émerix and Infobip

Émerix partnered with Infobip in December 2022 to strengthen and scale its omnichannel capabilities across Latin America. Stefan refers to Infobip as a global leader in omnichannel communication offering capabilities across WhatsApp, SMS, Voice, Email, and more. Their strong presence in Latin America is another significant advantage. By integrating Infobip’s APIs into its platform, Émerix centralized all digital channels into a single ecosystem. This makes it easier for customers to execute compliant, scalable omnichannel strategies.

Stefan comments on how the collaboration offers true omnichannel communication along with regulatory compliance, something that would not be possible without Infobip’s industry status and experience.

The power of WhatsApp, RCS, and regional relevance

In markets like Mexico, channel choice can make or break engagement. WhatsApp, in particular, plays a critical role. Being the most widely used application for communication in Mexico and its nearly immediate response time, WhatsApp brings in the greatest results, Stefan notes.

RCS also complements WhatsApp by enabling richer interactions through carousels and buttons. This makes it easier for customers to understand options and take action. Together, these channels help Émerix customers achieve higher contactability, more efficient processes, and lower operating costs.

A unique value proposition

By combining Émerix’s collections expertise with Infobip’s omnichannel communication, the partnership delivers a unique opportunity to the fast-changing industry.

Stefan explains how Émerix provides decision engines, self-service products, and APIs. Once integrated with Infobip’s omnichannel capabilities, greater digital collection success, responsive bots, and highly personalized communication is made not only possible, but a potential norm for the industry. This approach enables organizations to modernize collections without sacrificing compliance or customer trust, which has seemed like an unlikely achievement in traditional debt collection just a few short years ago.

Looking ahead: Transforming digital collection together

Looking to the future, Stefan sees the Émerix-Infobip partnership as a key accelerator for industry modernization. Ultimately, their customers can adopt digital collections and self-service conversational channels to achieve greater recovery, while maintaining positive relationships.

Summing up the partnership in a single sentence, Stefan puts it simply:

By weaving together deep industry expertise and scalable communication technology, Émerix and Infobip are redefining what effective, customer-centric debt collection looks like, now and for many years to come.