1st Credit Selects Nexidia for Optimised Collections Performance

Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced that debt collection agency 1st Credit has selected Nexidia Enterprise Speech Intelligence (ESI) Collections Edition as its chosen supplier of speech analytics software. The software will be used in conjunction with 1st Credit’s Noble Enterprise Solution contact centre platform and demonstrates the firm’s commitment to compliance at a time of increasingly stringent industry regulations, including the Treating Customers Fairly (TCF) guidelines.

Chris Collins, Head of HR and Development at 1st Credit, said: “Compliance is at the heart of everything we do. With Nexidia and Noble Systems, we are able to access all calls and track customer interactions to ensure we are fully compliant with existing and evolving regulations, as well as our own internal quality assurance protocols.”

Additionally, the company is using ESI Collections Edition to drive significant performance improvements. “Nexidia gives us a powerful management information source based on all our customer/agent interactions, which will prove invaluable in staff development and coaching,” added Collins. “It helps us establish a true ‘coaching culture’ within 1st Credit that focuses on the success of the individual. Nexidia improves agent effectiveness on the phone, increases revenues collected, and helps build company growth.”

Nexidia ESI Collections Edition is designed specifically for the debt collections industry and is aimed at managing agent performance, maximising recovery rates and improving regulatory compliance. This award winning technology has helped organisations increase cash collected per agent hour by 30%, and improved ‘promise-to-pay’ ratios by 15%.

Jonathan Wax, VP EMEA at Nexidia, said: “ESI Collections Edition demonstrates our commitment to the debt collection industry, and its continued success validates our approach. 1st Credit’s enthusiasm and commitment to our product is a further endorsement of our patented phonetic indexing technology and the major benefits it brings to our clients.”

1st Credit benefits from a partnership between Nexidia and Noble Systems that combines Nexidia’s best of breed speech analytics solutions and Noble’s award winning contact centre platform in a strong end-to-end offering. This combination along with the depth of expertise and knowledge in both Nexidia and Noble Systems delivers 1st Credit a strong collections performance management solution.

1st Credit, a leader in debt purchase and collection, offers full management of debt portfolios, third party collections (contingent), and ledger management on behalf of some of the UK’s leading institutions and companies. With experience encompassing more than four million customer accounts with an approximately face value of GBP 6 billion under management, 1st Credit is noted for delivering high quality, reliable and professional service to their clients. They have built exceptional relationships with Europe’s major banks, credit card, retail, utility and communications businesses.

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 the traditional “voice of the customer” expands from the contact centre to include surveys, email, chats, and even 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.

Noble Systems Corporation is a global leader in unified contact centre technology solutions, providing innovative products since 1989. Every day, millions of customer contacts are made by agents at 4,000+ client installations worldwide using the award-winning Noble platform for inbound, outbound and blended communications. The scalable, integrated Noble solutions include advanced ACD and predictive dialling; unified contact processing; and integrated IVR, recording, messaging, quality/monitoring systems, scripting, and real-time reporting and management tools. Noble Systems was the first vendor to offer an open, scalable, fully-distributed platform.