Nexidia Scan and Nexidia Live Collection Assistant maximize compliance and
collection efforts through real-time alerting
ATLANTA, GA February 4, 2013 Nexidia, 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, a reminder 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 Nexidias 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 interactions.
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 todays 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 [email protected].
About Nexidia
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.
