INGATE

From The Sip Trunking Experts

TMCNet:  Nexidia Introduces Real-Time Monitoring Solution for Collection Industry

[February 04, 2013]

Nexidia Introduces Real-Time Monitoring Solution for Collection Industry

ATLANTA --(Business Wire)--

Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced the release of Nexidia (News - Alert) Live Collection Assistant, a solution that works in conjunction with Nexidia Scan to trigger alerts and facilitate knowledge delivery to both contact center representatives and supervisors during live calls. These solutions are part of the flagship product Nexidia Interaction Analytics, which enables collections companies to maximize return on their collections efforts, while also shrinking costs and improving service levels through extensive post call analysis. In addition, the use of Nexidia helps to ensure compliance with new federal regulations in 2013, under which collection companies face steep fines from the Consumer Financial Protection Bureau for non-compliance.

Nexidia Live Collection Assistant, the real-time monitoring and alerting solution designed specifically for the collections industry, drives unique actions to both representative and supervisor desktops based on live call activities. For compliance-based issues, when the system detects that a required word or phrase has not been said, areminder alert is sent to the collector desktop. Further configuration can be put in place to send additional alerts to both representatives and supervisors if the word or phrase is still not detected within an allotted time frame so that live intervention can take place if needed. The solution also aids in improving collector performance and customer service by sending the collector best practices and call handling procedures when the presence of key words or phrases is detected. By sending both information and alerts during the interaction, it ensures that compliance regulations are satisfied and improves the quality of the collection effort.


Nexidia Live Collection Assistant is powered by Nexidia Scan, which taps into the network switching environment to scan hundreds of concurrent streams per server and applies Nexidia's patented Phonetic Search Engine to identify target phrases. This allows users to create phrases for which they wish to monitor the presence or absence of during live calls. Additionally, time based operators can be set to ensure that compliance-based requirements such as the mini Miranda rights are verbalized near the on-set of the call or that certain phrases are said before or after others. This functionality enables organizations to incorporate what has traditionally been "back-end" analysis of recorded calls directly into the live call stream for real-time monitoring interactions.

Nexidia Interaction Analytics enables enterprises to capture, synthesize and disperse the business intelligence locked inside their multi-channel interactions in order to get the right information to the right people, at the right time. This enterprise-wide visibility enables management to quickly identify key problem areas and benchmark against best practices, resulting in higher agent performance and reduced operating expenses. The company currently provides solutions to United States government regulators and well-known collections industry clients including 1st Credit, CBV Collection Services, and Cabot Credit.

"In today's collections environment, even the smallest misstep can carry a harsh penalty," commented John Willcutts (News - Alert), president and chief executive officer of Nexidia Inc. "Alerting collection agencies to compliance issues in real-time ensures they will be able to take corrective action immediately, before an incident can occur that will result in a fine. Additionally, the capability to send representatives best practices as they speak to consumers serves to increase collection efforts while maintaining high service levels."

For more information, or to see a demonstration of Nexidia Live Collection Assistant, please contact us at info@nexidia.com.

About Nexidia

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.


[ Back To SIP Trunking Home's Homepage ]

Loading
Subscribe here for your FREE
SIP TRUNKING enewslettter.

Featured Partner

Featured Whitepapers

SIP Security for the Enterprise
Voice over IP (VoIP) is incorporated into a variety of computer networks, both public and private, and used for everyday transactions and communications among carriers, businesses, government agencies...

Voice-Optimized Network Delivers Premier Call Experience
Customers equate call quality with business quality. Real-time communication, interpersonal interaction, and the cordial tone of a call center representative can create a positive impression of your business that no email can match.

Featured Datasheets

Ingate SIParator E-SBCs
Adopting SIP is a simple process with the Ingate SIParator, the secure enterprise session border controller (E-SBC). The SIParator makes secure SIP communications - including VoIP,SIP trunking and more - possible while working seamlessly with your existing network firewall.

Ingate Firewalls
Everyone is talking about enterprise usage of VoIP, instant messaging and other types of realtime communications including presence and conferencing.

SIP Trunk Solutions for Service Providers
The award-winning Ingate Firewall and Ingate SIParator deliver a high quality, reliable SIP trunk connection between the customer's IP-PBX and the service provider network, and solve interoperability issues to simplify deployments and support for remote diagnosis of reported issues.

Featured Case Studies

Case Study - Haiti
With this solution our doctors were able to reach anywhere in the world quickly and easily, to get consults from colleagues, facilitate treatment, order supplies 'on the fly' and also help victims report back to families. The solution from Business Mobility Systems and Ingate worked immediately.

Case Study - Turkish Petroleum
"With one Ingate at the customer headquarters, all of their remote workers can enjoy the benefits of Turkish Petroleum's IP-PBX from anywhere in the world.

Case Study - GCM
"The Ingate solution overcomes the NAT traversal hurdle and makes it possible to connect customers to our VoIP service, without the need of costly leased lines or support intensive VPN tunnels.

Case Study - Kool Smiles
"Ingate's solutions provide the advanced level of security necessary for this medical environment and the tools to make the interface to the service provider hassle-free."

Case Study - NMSAS
"This solution really saved the day for us," said Paul Mercier, IT Administrator, NMSAS. "We needed to leverage SIP trunks to reduce costs, and they had to work with our existing Microsoft OCS investment."

Discover Leisure Connects Remote Users to its IP-PBX
Discover Leisure is one of the largest resellers of caravans and motor homes in the UK. With 15 branch of?

Featured eBOOKS

Internet+: The Way Toward Global Unified Communication
Connecting the telephony of the enterprise PBX or Unified Communications (UC) system using SIP trunks instead of conventional telephone lines has been very successful in recent years.

What is SIP Trunking? Edition 2
SIP trunking is becoming more of a focus for service providers. One key issue many service providers face when deploying SIP trunks is NAT, or Network Address Translation, traversal.

What is SIP Trunking? Edition 1
A vast resource for information about all things SIP - including SIP, security, VoIP, SIP trunking and Unified Communications.

Featured Videos

E-SBCs AS The Demarcation Point:
Ingate's Steve Johnson talks to Erik Linask about the role session border controller plays as the demarcation point at...

Demystifying DPI
How can deep packet inspection protect your SIP traffic as well as your entire network?

Featured Resources

What's New

Presenting the New Ingate/Intertex Website:
Internet+ is an extended Internet access allowing high quality SIP (Session Initiation Protocol) based real-time person-to-person communication, everywhere and for any application. It applies to both fixed and mobile networks ...

Featured Blogs

Featured Webinars

Secure SIP Trunking:
What You Need to Know

Successfully Deploying Enterprise SIP Trunking:
Tools and Techniques for Overcoming Common Roadblocks

Featured Podcasts

Getting the Most Out of Your SIP Trunks:
Ingate's Steve Johnson and TMC's Erik Linask discuss how best practices forgetting the most out of SIP Trunking services and common pitfalls to avoid.