Nexidia, a provider of customer interaction analytics solutions, today announced enhancements to Nexidia Live Collection Assistant, its real-time monitoring and alerting solution designed specifically for the collections industry. The new 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 predefined 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 can now incorporate what has traditionally been back-end analysis of recorded calls directly into the live call stream.
The addition of real-time sentiment detection, powered by Nexidia's technology framework, Neural Phonetic Speech Analytics, enables collectors and supervisors to determine the caller’s emotional state and take proactive steps to control the call. By studying not only what the caller is saying, but other indicators such as tone of voice, pitch, cross-talk and laughter, Nexidia Live Collection Assistant measures how caller sentiment is trending throughout the duration of the conversation.
Nexidia Live Collection Assistant pushes critical information and call handling techniques to collector desktops when important call topics such as bankruptcy or account settlement are detected. Absence of key phrases can also trigger alerts, and time-based criteria can be configured to ensure that compliance requirements are spoken near the beginning of each call, or that certain phrases are said in their required sequence.
Feature-rich consoles provide supervisors views into the activity and status of each collector across their entire teams, displaying real-time alerts for each member of their groups. 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.
A new, live “sentimeter” gives supervisors a color-coded visual tracker to indicate the current sentiments trending across all calls being handled by their teams.
Live Collection Assistant is augmented by Nexidia's flagship product, Nexidia Interaction Analytics, which enables enterprises to capture, synthesize, and share the business insights locked inside their multichannel interactions.
The company currently provides solutions to U.S. government regulators and collections industry clients, including Financial Asset Management Systems and ConServe.
"In today's collections environment, companies are seeking innovative tools to maximize their recovery efforts while ensuring compliance within the complex framework of regulations that govern the industry," said John Willcutts, president and CEO of Nexidia, in a statement. "The addition of sentiment detectors to Live Collection Assistant provides a new dimension of insight during the live call, improving collections effectiveness while mitigating risk."
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.