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ATLANTA, July 24, 2014 /PRNewswire/ -- Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced 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.
The addition of real-time sentiment detection, powered by Nexidia's breakthrough technology framework, Neural Phonetic Speech Analytics™, enables collectors and supervisors to better 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.
Sentiment, combined with business topic alerts, provides a new depth of insight into collections calls. 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. This real time intervention helps ensure that regulations are met.
Feature-rich 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.
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. These enhancements enable contact centers to more effectively identify and respond to emerging issues as they are happening.
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. This business intelligence provides the insight to make decisions in real-time by triggering alerts based on sentiment and business rules. The results are improved compliance and collector performance, along with reduced operating expenses.
The company currently provides solutions to United States government regulators and well-known 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 chief executive officer of Nexidia. "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.
For more information, or to see a demonstration of Nexidia Live Collection Assistant, plan to stop by booth 1018 at the 75th Association of Credit and Collection Professionals Expo in Chicago, or contact us at email@example.com.
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 center 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. For more information, please visit http://www.nexidia.com.
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