Nacional Feito para Você is a Brazilian FIDC (Credit Rights Investment Fund) specializing in the acquisition of judicial receivables, including social security claims, court-ordered payments, and legal fees. As demand for its services grew across Brazil, timely communication with prospective clients became critical to maintaining growth and delivering a seamless customer experience.
Their call center relied on a local SIP provider and a legacy dialer with limited automation. Every lead followed the same workflow regardless of qualification status, forcing agents to spend valuable time on repetitive outreach instead of speaking with high-intent prospects. As volumes increased, the operation struggled to scale efficiently.
The market for judicial receivables in Brazil is built on trust and direct communication. With a senior quota investment from Itaú Asset Management, the asset management arm of Itaú Unibanco, the largest bank in Latin America, Nacional Feito para Você operates at the intersection of institutional credibility and direct client engagement. Individuals and law firms considering the sale of a future judicial payment often have questions about eligibility, timelines, documentation, and transaction terms.
While digital channels are useful for outreach and follow-up, the conversations that build confidence and move a client forward typically happen over the phone. As demand for its services grew, Nacional Feito para Você needed a way to connect with more prospective clients, qualify opportunities faster, and deliver a seamless experience at scale. The company sought to replace its legacy communications infrastructure with a platform capable of combining high-volume outreach with intelligent customer engagement.
A local SIP provider that couldn't carry the weight
The existing setup was straightforward but brittle. A local Brazilian SIP provider delivered SIP trunking for voice minutes, while a basic dialer handled outbound calling. When volumes spiked, capacity became constrained. Calls dropped, and audio quality degraded during longer conversations. There was no redundancy, no failover strategy, and no intelligence layer on top of the telephony stack.
For a credit rights investment company operating in Brazil’s judicial receivables market, call reliability is directly tied to conversion. A dropped call during a qualification or eligibility conversation forces agents to restart the process. Poor audio quality during sensitive financial discussions reduces clarity and trust, impacting the customer experience. The existing provider offered reliable voice minutes, but no programmability, no Voice AI integration, and no automation capabilities.
Nacional Feito para Você evaluated its options. Replacing the SIP provider entirely would mean disrupting a stable telecom relationship and migrating all voice traffic at once. Instead, the company chose to keep its local provider for SIP trunking while adding an intelligence layer on top of the existing infrastructure. The goal was to enhance, not replace, the core telephony setup.
One intelligence layer over existing telephony
Telnyx was introduced as the orchestration and Voice AI layer on top of the existing SIP infrastructure. Voice AI Agents now handle initial outreach and qualification conversations, while leveraging the underlying SIP trunk for voice connectivity. AI agents engage prospective clients, verify eligibility, explain the credit acquisition process, and collect structured information in Portuguese, escalating complex cases to human agents when needed.
The system operates across both layers: the local SIP provider continues to supply voice minutes, while Telnyx powers call control, AI-driven conversations, and intelligent routing. When a conversation requires legal nuance or personalized structuring, the call is seamlessly transferred to a human agent with full context preserved.
Telnyx worked with the customer to design an architecture compatible with Brazilian telecom requirements, call recording policies, and CRM integration for tracking client interactions and transaction outcomes.
From manual dialing to AI-assisted acquisition flows
Nacional Feito para Você now operates a hybrid model. Voice AI agents handle initial outreach and qualification at volumes that would require a significantly larger human team. Human agents focus on complex evaluations and high-touch advisory conversations. The result is higher contact rates, faster qualification cycles, and more efficient use of human expertise.
This architecture reflects a broader shift in financial services adding an intelligence layer on top of existing telephony infrastructure rather than replacing it. The same model can be extended across Latin American financial markets, where carriers remain local but intelligence, automation, and AI orchestration are centralized.
