a leading provider of customer interaction analytics solutions for
business transformation, today announced the release of Nexidia Live
Collection Assistant, a solution that works in conjunction with Nexidia
Scan to trigger alerts and facilitate knowledge delivery to both
contact center representatives and supervisors during live calls. These
solutions are part of the flagship product Nexidia
Interaction Analytics, which enables collections companies to
maximize return on their collections efforts, while also shrinking costs
and improving service levels through extensive post call analysis. In
addition, the use of Nexidia helps to ensure compliance with new federal
regulations in 2013, under which collection companies face steep fines
from the Consumer Financial Protection Bureau for non-compliance.
Nexidia Live Collection Assistant, the real-time monitoring and alerting
solution designed specifically for the collections industry, drives
unique actions to both representative and supervisor desktops based on
live call activities. For compliance-based issues, when the system
detects that a required word or phrase has not been said, areminder
alert is sent to the collector desktop. Further configuration can be put
in place to send additional alerts to both representatives and
supervisors if the word or phrase is still not detected within an
allotted time frame so that live intervention can take place if needed.
The solution also aids in improving collector performance and customer
service by sending the collector best practices and call handling
procedures when the presence of key words or phrases is detected. By
sending both information and alerts during the interaction, it ensures
that compliance regulations are satisfied and improves the quality of
the collection effort.
Nexidia Live Collection Assistant is powered by Nexidia Scan, which taps
into the network switching environment to scan hundreds of concurrent
streams per server and applies Nexidia's patented Phonetic Search Engine
to identify target phrases. This allows users to create phrases for
which they wish to monitor the presence or absence of during live calls.
Additionally, time based operators can be set to ensure that
compliance-based requirements such as the mini Miranda rights are
verbalized near the on-set of the call or that certain phrases are said
before or after others. This functionality enables organizations to
incorporate what has traditionally been "back-end" analysis of recorded
calls directly into the live call stream for real-time monitoring
Nexidia Interaction Analytics enables enterprises to capture, synthesize
and disperse the business intelligence locked inside their multi-channel
interactions in order to get the right information to the right people,
at the right time. This enterprise-wide visibility enables management to
quickly identify key problem areas and benchmark against best practices,
resulting in higher agent performance and reduced operating expenses.
The company currently provides solutions to United States government
regulators and well-known collections industry clients including 1st
Credit, CBV Collection Services, and Cabot Credit.
"In today's collections environment, even the smallest misstep can carry
a harsh penalty," commented John Willcutts, president and chief
executive officer of Nexidia Inc. "Alerting collection agencies to
compliance issues in real-time ensures they will be able to take
corrective action immediately, before an incident can occur that will
result in a fine. Additionally, the capability to send representatives
best practices as they speak to consumers serves to increase collection
efforts while maintaining high service levels."
For more information, or to see a demonstration of Nexidia Live
Collection Assistant, please contact us at firstname.lastname@example.org.
Nexidia provides customer interaction analytics solutions with patented
technologies and breakthrough applications that enable companies to
drive business transformation by capturing, making sense of, and using
the full range of communications they have with customers. As the
traditional voice of the customer expands from the contact center to
include surveys, email, chats, and even social media sites, Nexidia
provides software and service expertise to help companies synthesize
this data into both a tactical tool for operational improvements and a
catalyst for strategic business transformation. For more information,
please visit http://www.nexidia.com.
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