News : Nexidia Announces Enhancements to Live Collection Assistant
Atlanta, July 24, 2014 -- Nexidia, a provider of customer interaction analytics solutions for business transformation, announces enhancements to Nexidia Live Collection Assistant, the real-time monitoring and alerting solution designed specifically for the collections industry. The newly-announced features expand the solution capabilities, improve the user experience, and provide additional tactical and compliance advantages to collection centers.
Nexidia Live Collection Assistant drives relevant alerts and information to collector and supervisor desktops within the contact center, based on pre-defined events in live call activity, such as an omitted mini-Miranda disclosure or the detection of a settlement request. The system provides real-time decisioning that enables companies to change agent behavior and maximize collections effectiveness while the call is in progress, all while staying in compliance with rules and regulations. With Nexidia Live Collection Assistant, debt collection companies now have the ability to incorporate what has traditionally been "back-end" analysis of recorded calls directly into the live call stream.
Consoles provide supervisors views into the activity and status of each collector across their entire team, displaying real-time alerts occurring for each member of their group. Supervisors can choose to monitor the live calls or intervene based on alerts escalated to them by configurable events or when specific thresholds have been exceeded.
The new features will become generally available to Nexidia OnDemand customers beginning at the end of the third quarter, and to premises-based customers starting in the fourth quarter.
Posted by Veronica Silva Cusi, news correspondent
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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 customer interaction expands to include surveys, email, chats, and 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.
Published: Friday, July 25, 2014