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Noble Systems' Customer Apex Wins UK Customer Contact Innovation Award

By Rajani Baburajan
TMCnet Contributor

Noble Systems (News - Alert), a provider of unified contact center technology solutions, and its partner Nexidia, audio search and speech analytics solutions provider, announced that Apex (News - Alert) Credit Management, its flagship customer, received the Professional Planning Forum’s Customer Contact Innovation award for Integrated Outbound.

Apex Credit Management received the award for the effective use of their SAS (News - Alert) and speech analytics which then transformed their debt collection strategies and data segmentation. This increased the cash collected per agent hour by 30 percent and liquidation by 20 percent.

“We’ve nearly quadrupled throughput, but have only grown seats by 35 percent,” said Steve Mound, chief operating officer, Apex, in a statement.

Apex implemented a new Cascade model that creates dynamic multi-channel contact strategies in SAS which optimize debt collection based on the latest data.

“Noble Systems, along with our partner Nexidia (News - Alert), are delighted that Apex has been recognized for their excellence in credit management by receiving this prestigious Integrated Outbound award. Apex uses the Noble solution to manage its collections campaigns with inbound and outbound blended contacts,” said Sian Ciabattoni, marketing director of Noble Systems.

Nexidia speech analytics heavily focuses on coaching, and freed up an average 30 hours per month for each team manager. In combination, smart integration and a continuous improvement methodology have driven cash collected per agent hour up 30 percent and has increased the amount of customers by 15 percent.

Recently, Noble Systems announced it is serving more than 100 U.S. accounts recovery agencies including some of the largest firms in the industry. A recent survey commissioned by the Association of Credit and Collection Professionals found that the accounts recovery industry supports more than 400,000 jobs and generates more than $17 billion for the U.S. economy each year.