Nexidia releases Nexidia Live Collection Assistant
Feb 12, 2013 (Datamonitor via COMTEX) --
Nexidia Inc., a provider of customer interaction analytics solutions, has 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 Nexidia Interaction Analytics, which enables collections companies to maximize return on their collections efforts, while also shrinking costs and improving service levels through post call analysis, the company said.
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, the company added.
According to the company, 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.
"In today's collections environment, even the smallest misstep can carry a harsh penalty," commented John Willcutts, president and CEO 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."
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