Total Credit Recovery Transforms CX with Genesys Cloud and CallTower Expertise
Total Credit Recovery (TCR) has taken a significant step forward in its customer experience strategy with the transition to Genesys Cloud contact center platform, deployed and supported by CallTower, a Genesys Premier Partner. This investment represents the next phase of TCR’s CX evolution, focused on scalability, intelligence, and operational excellence across every customer interaction.
The move reflects TCR’s long‑term commitment to innovation and its transition from an on‑premises contact center environment to a modern, cloud‑based CX platform designed to support high‑volume, highly regulated operations.
A Deliberate, Market‑Wide Evaluation
TCR’s relationship with Genesys dates to the Interactive Intelligence era, following Genesys’ acquisition of one of the industry’s most advanced on‑premises contact center platforms.
Building on that foundation, TCR took a deliberate, forward‑looking approach to evaluate how best to support its long‑term CX strategy as its business continued to scale.
Rather than rushing a decision, TCR conducted a comprehensive evaluation of the CX market, including extensive demonstrations and in‑depth analysis of leading platforms. The objective was to select a solution capable of supporting TCR’s current scale while providing the flexibility and innovation required for the future.
Why Genesys Cloud
After months of evaluation, TCR selected Genesys Cloud as the most comprehensive, AI‑enabled, and future‑ready CX platform to support its operations.
In addition to advanced analytics and compliance capabilities, a key driver in TCR’s decision was Genesys Cloud’s ability to guide agent interactions in real time through intelligent prompts and contextual recommendations, delivered as part of CallTower’s CX and CCaaS expertise.
Through AI‑powered agent assist and copilot capabilities, agents receive next‑best actions, knowledge, and real‑time guidance directly within their workspace. As customer data matures, these capabilities enable highly focused personalization, allowing agents to dynamically adapt conversations while maintaining consistency and compliance.
This approach supports TCR’s long‑term CX strategy and provides enterprise clients with clear visibility into how AI‑driven personalization performs in live, high‑volume environments.
“With Genesys Cloud, Total Credit Recovery can modernize its collections strategy—leveraging AI‑driven insights and digital engagement to reach consumers on their preferred channels, increase operational efficiency, and drive better recovery performance while staying fully aligned with regulatory requirements,” said Sean Rowed, Regional Sales Leader, Commercial Sales Canada at Genesys.
Why CallTower
TCR understands that technology alone does not drive successful CX transformation. Execution and long‑term partnership are just as critical.
TCR and CallTower have worked together since 2018, collaborating across multiple CX initiatives including platform support, professional services, and contact center modernization. Throughout this relationship, CallTower has consistently acted as a trusted advisor, helping TCR navigate complex CX decisions and implementations.
When it came time to deploy and support Genesys Cloud, CallTower was the natural choice, bringing deep Genesys expertise, proven implementation experience, and a strong understanding of TCR’s operational requirements.
“CallTower’s expertise gives TCR the confidence that their investment in Genesys Cloud will deliver a reliable, scalable, and future‑ready customer experience, supported by a team of seasoned professionals from implementation through ongoing operations,” said Joe Bigio, SVP of CX at CallTower.
“As a partner since 2014, we have trusted Genesys to power the backbone of our telephony operations,” said George Krieser, President and CEO at Total Credit Recovery. “After evaluating the market, we chose Genesys Cloud because it gives us a truly comprehensive platform that strengthens our leadership position today while investing in the innovation coming tomorrow. Most importantly, it enables a new level of personalization for our clients and their customers, ensuring every interaction is routed, informed, and delivered with precision.”
About Total Credit Recovery
Total Credit Recovery (TCR) is a large, coast‑to‑coast organization supporting enterprise‑level customers across multiple regions. TCR operates a high‑volume contact center environment with approximately 350 agents, managing complex customer engagement and payment‑related interactions at scale.
Each month, TCR handles over 9 million voice calls, in addition to millions of email interactions, tens of thousands of SMS conversations, and high‑volume IVR traffic.
About CallTower
Since 2002, CallTower has grown into a global leader in enterprise‑class cloud communications, CCaaS, and customer experience (CX) solutions, empowering businesses to thrive in the digital age. Leveraging advanced technologies such as Microsoft Teams Operator Connect, Direct Routing and GCC High Teams Direct Routing, Webex by Cisco, Zoom Phone, and leading AI‑powered contact center platforms including Genesys, Five9, and Parloa, CallTower delivers secure, scalable, and reliable solutions tailored to the unique needs of enterprises worldwide. By integrating capabilities such as one‑click failover, advanced analytics, seamless CRM integration, and AI‑driven CX intelligence, CallTower helps organizations modernize communications and contact center operations while driving greater efficiency and insight.
