Nexidia (News - Alert), a provider of customer interaction analytics solutions for business transformation, recently announced that its Interaction Analytics solution has been selected by Financial Asset Management Systems, Inc. (FAMS), a private equity-backed company.
The officials from FAMS said that the Nexidia Interaction Analytics, which combines analysis capabilities with a performance management solution, will improve risk management and ensure compliance with federal regulations. The solution enables companies to identify, listen to and evaluate agents on calls that are directly tied to corporate goals. It also enables evaluation of agent performance against key metrics such as average handle time, enabling process improvements.
Nexidia Interaction Analytics was recently selected by Primary Financial Services, a provider of third-party Accounts Receivable Management (ARM (News - Alert)) services for financial institutions, to boost service quality and collector performance, as well as to ensure compliance with federally mandated regulations. Primary Financial Services will utilize Nexidia's OnDemand hosted solution to analyze collector activity across all calls to payers in order to increase the effectiveness of its accounts receivable management. With interaction analytics, the company will benchmark best practices of its top performing collectors and deliver tailored coaching to improve conversion rates, as well as ensure a high standard of customer service and professionalism.
“We pride ourselves on our track record of compliance and this investment in Nexidia further demonstrates our commitment to ensuring the highest levels of ethics, regulatory compliance, and service quality,” said Jerry Hogan, president & CEO of FAMS, in a statement. “After a long competitive process we selected Nexidia Interaction Analytics because of its best-in-class accuracy as well as the confidence shown by other leading agencies in the ARM industry that have adopted the solution. These are critical factors, given the data-driven nature of the CFPB examination process that will focus primarily on communication with consumers as well as integrity and accuracy.”