Hong Kong · Europe · Latin America
AI contact centre for cash-on-delivery e-commerce
We confirm orders, rescue failed deliveries and review every call automatically, so retailers get paid for the parcels they ship instead of paying twice for the ones that come back.
Platform
Three products, one contact operation
Each of them works on its own. Together they cover the whole path from a placed order to a paid parcel.
AI contact centre
A voice agent that speaks with the customer in their own language, confirms the order, handles objections and books the delivery.
- Order confirmation and address verification
- Rescue calls after a failed delivery attempt
- Win-back on refused and abandoned orders
- Answering machine detection, retry windows, call caps
- Order status written straight back into the client's CRM
Speech analytics
Every conversation, human or automated, transcribed and scored against the client's own quality standard.
- Full transcription and speaker separation
- Scoring against the client's evaluation sheet
- Critical breaches flagged with the exact quote
- Personal data removed before analysis
- Dashboard by agent, team, department and period
COD recovery
Messaging at the delivery stage, where most cash-on-delivery orders are lost: nobody home, wrong address, parcel sitting in a pick-up point.
- Status-triggered messages with action buttons
- Reschedule, correct the address, confirm the amount
- One message per order per day, strict stop rules
- Escalation to a call when the message goes unanswered
- Reasons for every non-delivery returned to the client
How it works
From order to paid parcel
Integration is one API on each side. Scenarios, languages and quality criteria are agreed before the first call is made.
Orders arrive
The client sends orders over API as they appear, with product, amount, phone and language. No export files, no manual lists.
The agent calls
Contact starts within minutes, inside local daytime hours. The agent confirms details, works through objections and books a callback when the customer asks for one.
Delivery is followed
When a courier reports a problem, the customer gets a message with the action needed, and a call if the message is ignored.
Everything is measured
Status and comment go back into the client's system, the recording and the transcript into the analytics dashboard, scored the same day.
What the client sees
A cabinet with live figures on one screen: orders received, contact rate, confirmations, buy-outs, reasons for refusal and the recording behind every one of them.
- Per-order call history with recording and transcript
- Funnel from order to paid delivery
- Quality scoring per conversation
- Export to Excel, or the same data over API
Client cabinets are provided per account and hosted on our own infrastructure.
Compliance
Built to survive an audit
Automated contact is regulated, and the rules are part of the product rather than a disclaimer at the bottom of the page.
AI disclosed
The customer is told at the start of the conversation that they are speaking with an automated assistant, and can end it at any point.
Consent recorded
Recording and messaging begin only where consent exists, and the consent itself is logged with the conversation.
Opt-out is permanent
A single request to stop applies across voice, SMS and messaging, immediately and for good.
Data minimised
Personal data is removed before analysis, retention follows the client's instructions, and everything runs under a written processing agreement.
Coverage
Where we operate
Retailers shipping across Europe and Latin America, with the languages their customers actually speak.
EnglishSpanishPortuguese ItalianGreekBulgarianGerman
Cash on delivery first
The segment where contact decides whether the parcel is paid for or returns at the retailer's cost.
Own infrastructure
Telephony, models and analytics run on servers we control, not resold from a third-party dashboard.
Scales with volume
From a single warehouse pilot to national volume, without rebuilding the integration.
See it on your own orders
Send us a sample of your delivery data and we will show what is recoverable, then run a pilot on one warehouse or one country.
Contact
Talk to us
Service enquiries, pilots, partnership and compliance requests.
Send an enquiry
- info@egs-limited.com
- Phone
- +852 69690142
- Registered office
- 21/F, CMA Building, No. 64 Connaught Road Central, Central, Hong Kong
Company details
Enterprise Global Services Limited
Private company limited by shares, Hong Kong
Certificate of Incorporation No. 76589000
Business Registration No. 76589000-000-05-26-5
Incorporated 22 May 2024