CHALLENGE

Sensitive payment moments need clarity, timing, and compliance 

Wiraya’s platform helps enterprise companies reach customers in important payment-related situations, especially payment reminders and debt collection communication. These are not routine touchpoints. Customers need to understand what has happened, what action is required, and how to complete that action as easily as possible. 

Wiraya uses a range of channels to reach end-customers more effectively, but Voice remains at the core of its messaging solution because of the immediacy of a phone call and the clarity it brings to the message. Supporting channels such as SMS and email, along with Number Lookup, strengthen the journey before, during, and after the voice interaction. The aim is to help clients reach customers in a compliant and effective way while reducing manual work. 

As they expanded into more markets, from the Nordics to LATAM and APAC, and supported a wider range of customer setups, delivery infrastructure became increasingly important, particularly across industries such as banking, insurance, and telecom. 

In sensitive payment journeys, even small delivery problems can affect the customer experience and the business outcome. The main challenges are customer reachability, timing, contact frequency, consent, message clarity, and compliance with local market requirements. If a call is not routed correctly, an SMS follow-up is delayed, a sender setup is wrong, or a local market rule is missed, the journey can break down.  

Wiraya needed a partner that could support reliable infrastructure, strong delivery capabilities, and local market and compliance knowledge. 

SOLUTION

One coordinated journey instead of disconnected messages 

To address these challenges, Wiraya partnered with Infobip to strengthen its communications infrastructure and gain the operational support needed to manage enterprise communication at scale.

Alongside integrating Voice, as a central channel, we help Wiraya orchestrate a connected customer journey across channels, ensuring each interaction happens through the most appropriate channel:

• SMS support: SMS can provide payment links, confirmations, reminders and next steps after the voice interaction.  
• Email support: Email can carry more detailed information when the customer needs it or should have the information available in writing. 
• Number Lookup before outreach: Number Lookup helps with number validation, reachability checks, routing decisions, and overall campaign efficiency.
• Local market requirements: Infobip helps their team navigate sender setup, routing rules, delivery expectations, and country-specific operational details. 
• Day-to-day collaboration: A dedicated contact person helps Wiraya solve issues quickly, troubleshoot delivery questions, and move new opportunities forward. 

The infrastructure behind AI-driven decisions

Wiraya’s platform includes an AI-driven decisioning feature that determines which channel to use and when an end user should be contacted. To make this work reliably, Infobip provides the channel infrastructure, delivery events, callbacks, and operational stability needed for Wiraya to act on data in real time. This makes the platform’s intelligence more valuable, as accurate and timely delivery feedback helps Wiraya determine the next best step in the customer journey and adapt the flow based on customer responses, opt-outs, or completed actions. 

Managing compliance across markets

Infobip’s delivery infrastructure and local market expertise help Wiraya meet local requirements, including sender registration, routing, templates, channel rules, consent, and contact-frequency constraints. That allows Wiraya to keep control of the customer journey logic and client-specific configuration, while scaling payment reminder and debt collection flows reliably across different markets.

RESULTS

Reduced manual work and stronger orchestration  

The shift to one orchestrated journey shows up directly in the volume Wiraya now moves through Infobip’s platform. In the first six months of 2026, Wiraya processed more than 43 million client interactions, 2.6x more than the same period a year earlier. Every channel scaled with it: 

• Voice interactions increased 95% 
• SMS interactions increased 60% 
• Email interactions increased 78% 
• Number Lookup checks ahead of outreach increased 74%

More operational confidence 

Wiraya’s team can spend more time on flow design, optimization, reporting, onboarding, platform development, and client success, and less time solving fragmented delivery issues across multiple providers.

Less complexity for enterprise teams

For enterprise clients, the benefit is equally practical. They can manage payment-related communication through a single, more reliable flow instead of relying on separate systems and one-off messages. The result is a clearer customer experience, better visibility into what happened, and a stronger foundation for scaling across markets. 

A path to more interactive follow-up journeys

The partnership also gives Wiraya room to grow. As customer expectations change, richer channels such as RCS and WhatsApp become more relevant, and Infobip’s broader channel roadmap gives Wiraya a path to expand the journey without rebuilding the infrastructure layer. They can make communication more interactive, visual, and trusted. Instead of only sending a plain text follow-up, a customer can receive a branded message with clearer calls to action, richer information, and a smoother path to completion. That can be valuable in payment reminder and debt collection journeys where clarity and trust are important.  

The biggest opportunity is keeping reliable channels like Voice, SMS, and email in the debt collection journey, while enriching follow-up options with other channels and features in the same flow.