EXECUTIVE SESSION · 2026
USER GROUP 2026 · ARIA LAS VEGAS
LIVE · OPENING CEREMONY
01/19
CLICK TO ADVANCE · ← → KEYS TO NAVIGATE
IMPACT 3.0 · COLLECTOR DESKTOP
LIVE
MR
Account · #4471-289-A
ACTIVE CALL · INBOUND
02:47
AI
Collector IQ suggests: offer 25% settlement, payable in 3 installments.
RECOVERED
$84.2K↑
CALLS
147↑
QA SCORE
98%↑
EXECUTIVE KEYNOTE · CORPORATE STRATEGY
Current & Future Roadmap Goals.
An executive walkthrough of CSS strategic priorities, platform evolution, and the technologies shaping the future of collections and financial operations — and the long-term vision driving the IMPACT ecosystem forward.
Carl Briganti
Founder & Chief Executive Officer
Strategic Horizon
12 — 18 Months
OPENING NARRATIVE / 01
Where we are now.
The industry is shifting from manual operations to autonomous operations. Collections is evolving from systems of record, to systems of intelligence — and now to a true agentic collections operating system.
FROM
Manual Operations
TO
Systems of Intelligence
NEXT
Agentic Collections OS
KEY MESSAGE
The industry is no longer competing on access to data. It’s competing on
speed of execution, automation, intelligence, and adaptability.
THE FORCES IN PLAY / 02
Why legacy architectures are becoming operational liabilities.
Six compounding pressures are reshaping how recovery operations must be built, staffed, and scaled.
01
Compliance
Reg F, FDCPA, TCPA, state-level overlays — expanding scope and audit exposure.
02
Labor Cost
Rising wages, agent attrition, and a shrinking pool of trained collectors.
03
Consumer Behavior
Self-service, digital-first, and shifting expectations around contact and payment.
04
Omnichannel Demand
Voice, text, email, online, and portal — orchestrated, not siloed.
05
AI Disruption
Generative and agentic AI are redefining what a collector and a workflow are.
06
Margin Compression
Lower contingency rates and higher operational expectations from creditors.
01
SECTION ONE
The Past.
What we’ve built.
Two decades of platform evolution — from collections software to an enterprise recovery ecosystem.
PLATFORM EVOLUTION / 04
The road to IMPACT 3.0.
Each generation of the platform addressed a specific operational reality of its era — and set the foundation for what came next.
IMPACT 1.0
Foundation
Core collections software. Systems of record. On-premise architecture.
IMPACT 2.0
Ecosystem
Native dialer, unified communications, integrated payments. Cloud-ready.
IMPACT 3.0
Intelligence
Cloud-native, AI suite, agentic workflows, real-time orchestration.
WHAT’S NEXT
Autonomy
Execution Operating System. AI-managed workflows. Human oversight.
SYSTEMS OF RECORD → SYSTEMS OF INTELLIGENCE → AGENTIC COLLECTIONS OS
TWO DECADES OF PATTERN RECOGNITION / 05
Problems we solved.
Twenty-plus years of operating the industry’s machinery. Every IMPACT module exists for a reason — a real operational problem the prior generation made visible.
Fragmented vendor ecosystems
→
Unified, single-stack architecture
Compliance gaps & audit risk
→
Embedded compliance across every workflow
Siloed communications
→
Native dialer, text, email, online, portal, Agentic AI
Reporting limitations
→
Real-time analytics & executive intelligence
Human dependency bottlenecks
→
AI-assisted workflows & agentic execution
Disconnected payments
→
Integrated, PCI-compliant payment rails
PLATFORM MATURITY / 06
Strategic wins.
The foundation is in place — at enterprise scale. Two decades of operations, codified into the platform.
836
PLATFORM MODULES
Across Collections core subsystems, AI Intelligence & Engagement Suites — all under one operating fabric.
8
AI PRODUCTS IN SUITE
Collector IQ, IMPACT IQ, Talk IQ, Voice IQ, Data IQ, Workflow IQ, Debtor IQ, Bridge IQ.
6
COMMUNICATION CHANNELS
AI, Voice, SMS, Email, Online, and consumer portal — natively unified.
100%
EMBEDDED COMPLIANCE MODULES
Reg F, FDCPA, TCPA, PCI — designed in, not bolted on.
10
VOICE AI COMPLIANCE LAYERS
10+ Voice AI Compliance Layers — from Capture and Transcription to Redaction, Tagging, Conversational Intelligence, Natural-Language Query, and the AI Compliance Scorecard.
1
UNIFIED ECOSYSTEM
One platform, one data model, one operating layer.
INDUSTRY RECOGNITION / 07
Recognized for what we build.
External validation from the industry — proof the platform is solving the real problems operators face every day.
2026 AWARD WINNER
ARMTECH INNOVATION STAGE · 2026 AWARD WINNER · PRODUCT INNOVATION IN THE ARM INDUSTRY
02
SECTION TWO
The Present.
What exists today.
An intelligent operational ecosystem — not a disconnected software stack.
THE IMPACT ECOSYSTEM / 08
One platform. Three layers. Ten capabilities.
An intelligent operational ecosystem — not a disconnected software stack.
01
Engagement
Customer-facing surfaces
Consumer Engagement
AI · voice · text · email · online
Client Portal
Self-service & visibility
Marketplace
Native vendor & consultant integrations
02
Intelligence
Smart capabilities & decisioning
AI Suite
8 intelligent products
BI & Reporting
Real-time analytics
Workflow Automation
Agentic execution
Compliance
Reg F · FDCPA · TCPA · PCI
03
Foundation
Core platform & integration
Collections
Core workflow engine
Payments
Integrated · PCI
Fusion
Universal data integration
WHERE WE INVEST / 09
Current strategic priorities.
Ten pillars that are driving every active investment, every product innovation, every engineering initiative.
01
AI-driven operational efficiency
02
Autonomous workflow execution
03
Compliance automation
04
Real-time consumer engagement
05
Unified communications
06
Workforce augmentation
07
Data intelligence & decisioning
08
Scalability & cloud infrastructure
09
Recovery optimization
10
Agency self-service
CUTTING THROUGH THE NOISE / 10
What AI actually means inside CSS.
Everyone claims AI now. The honest question is: at what level of execution does it actually operate?
01
AI Assistant
Suggests. The human still acts.
02
AI Automation
Executes pre-defined rules and workflows.
03
Agentic AI
Plans multi-step actions. Operates inside guardrails.
04
Autonomous Execution
Owns the outcome. Carries the work end-to-end.
CSS is moving beyond AI suggestions into AI execution.
THE AI ARCHITECTURE / 11
Not AI features. An AI architecture.
Two agents that act. Four intelligence layers that decide. Two foundations they all run on.
01
Agents
Plan and act autonomously.
Collector IQ
FOR COLLECTORS
Agentic copilot for the agent work screen. Natural-language commands, autonomous workflow execution, FDCPA-native compliance.
Workflow IQ
FOR OPERATIONS
AI workflow manager. Builds, orchestrates, and adapts agentic workflows across the entire platform.
02
Intelligence
Analyze, decide, simulate, integrate.
IMPACT IQ
DECISIONING
Natural-language BI, predictive analytics, portfolio segmentation.
Talk IQ
CONVERSATIONAL
Live transcription, compliance audit, agent coaching, 100% QA scoring.
Data IQ
SELF-SERVICE BI
Data Spheres · Insight Studio · Dashboards. Build reports and ask questions in plain English — no SQL.
Bridge IQ
INTEGRATION
AI-automated data integration. Powered by Fusion.
03
Foundation
Ground truth — real and simulated.
Voice IQ
CAPTURE & ANALYZE
Automated voice pipeline. PBX capture, AI transcription, PII audio redaction, compliance tags — every call queryable in plain English. Catches what agents said and what they missed.
Debtor IQ
SIMULATION
Synthetic debtors. Stress-test compliance & coaching.
03
SECTION THREE
The Future.
Where we’re going.
The future collector is augmented. The future operation is autonomous.
INDUSTRY TRAJECTORY / 13
The future of collections operations.
Ten transformation themes shaping the next operating model of the industry.
01
AI-first operations
02
Reduced manual-labor dependency
03
Hyper-personalized engagement
04
AI-driven conversational engagement
05
Autonomous negotiation
06
Predictive operations
07
Self-healing workflows
08
AI-managed compliance
09
Intelligent work distribution
10
Real-time orchestration layers
12 — 18 MONTH HORIZON / 14
The roadmap, by strategic category.
Not a feature list. A horizon of strategic priorities, grouped by where the value compounds.
01
AI & AUTOMATION
Expanded agentic workflow execution
Smarter orchestration engines
Autonomous communication actions
AI-driven QA & compliance auditing
02
CONSUMER ENGAGEMENT
Enhanced conversational AI
Dynamic payment journeys
Predictive digital outreach
Omnichannel orchestration
03
OPERATIONAL INTELLIGENCE
Advanced analytics & decisioning
Real-time operational scoring
Predictive staffing models
AI-generated executive insights
04
PLATFORM INFRASTRUCTURE
Scalability enhancements
Cloud modernization
API surface expansion
Security hardening (FedRAMP path)
05
AGENCY EXPERIENCE
Enhanced DataAnnex capabilities
Self-service configuration tools
Real-time transparency layers
Marketplace expansion
PLATFORM ECONOMICS / 15
From a platform to a marketplace.
The IMPACT Marketplace lets vendors subscribe to integrate once — and lets agencies connect with one click. CSS becomes the connective tissue of the ARM industry.
01 · FOR VENDORS
Subscribe to integrate.
Build once. Reach every agency on CSS.
- One integration spec, every tenant
- Native to the FUSION data bridge
- Listed in the in-product marketplace
IMPACT
Marketplace.
Curated, pre-vetted, API-first.
- One common spec across the platform
- Native auth, billing & data flow
- The connective tissue for ARM
02 · FOR AGENCIES
Connect in one click.
No integration project. No code. No wait.
- Browse pre-vetted vendor partners
- One-click activation
- Switch without re-platforming
ACTIVE BUILD · CSS IMPACT 2026 ROADMAP
STRATEGIC MOATS / 16
What will differentiate CSS.
Not features. Architectural advantages that compound over time and are hard to replicate.
Unified Ecosystem Architecture
One platform, one data model — not a stitched-together stack.
Native AI Integration
AI built into the core, not bolted on. Multi-frontier — OpenAI, Anthropic, Gemini — never locked to one vendor.
Agentic AI Execution
Plans and acts inside guardrails — beyond suggestions.
Enterprise Compliance & Trust
PCI DSS Level 1, SOC 1/2 Type 2, FedRAMP-ready, STIR/SHAKEN A-level — designed in, not bolted on.
Operational Intelligence
A decisioning surface that learns from the platform itself.
Fully Integrated Communications
Voice, text, email, online, portal — orchestrated on a proprietary SIP/RTP stack, not licensed from an OEM.
Recovery Automation Depth
Decades of recovery logic encoded into the platform.
No-Code Adaptability
Configure outcomes — don’t engineer them.
Faster Operational Deployment
Stand up enterprise operations in weeks, not quarters.
LONG-TERM VISION / 17
From software platform
to intelligent operational
operating system.
Autonomous Recovery
Operations that run themselves.
AI-Managed Workflows
Intelligence inside every action.
Human Oversight
People supervise — not execute.
Adaptive Operations
Real-time, self-adjusting at scale.
WHAT THIS MEANS FOR YOU / 18
Strategic outcomes for agencies & partners.
+
Increased Recoveries
More dollars collected per account, per agent, per hour.
−
Lower Operating Cost
Automation reduces cost-to-collect across the lifecycle.
+
Faster Scaling
Add seats, portfolios, channels — without re-platforming.
−
Reduced Compliance Risk
Embedded controls and real-time auditing shrink audit exposure.
+
Better Consumer Experience
Personalized, omnichannel engagement at consumer scale.
−
Reduced Collector Friction
AI handles repetitive work — agents focus on judgment.
+
Management Visibility
Real-time executive intelligence in plain language.
+
Operational Agility
Configure new programs in days, not quarters.
“
IN CLOSING / 18
The next era of collections
will not be defined by who has
the biggest workforce.
It will be defined by who can
orchestrate intelligence,
automation & execution at scale.
CARL BRIGANTI · FOUNDER & CEO · CSS IMPACT · USER GROUP 2026 · ARIA LAS VEGAS