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Nexidia Customer Cabot Credit Management Receives Prestigious 2012 Implementation Award from Speech Technology Magazine
Jul. 18, 2012
Leading Debt Management Company Recognized for Superior Business Results from Interaction Analytics and Contact Center Solutions from Nexidia and Noble Systems
ATLANTA, GA. – July 18, 2012 --Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced that Cabot Credit Management Company, a joint customer with Noble Systems, is the recipient of Speech Technology magazine’s prestigious 2012 Customer Implementation Award.
Each year the magazine honors customer companies that implement speech solutions and produce the most significant business benefits.
The Cabot Credit Management Group offers independent, specialist services in debt purchase, contingency collections and customer tracing. With 825 employees and more than $26 million in cash collections per month, Cabot operates four businesses, including Apex Credit Management, which serves as the contingency collections arm of the business, handling three million customer accounts.
Performing extensive due diligence on a number of customer interaction analytics and contact center solution providers, Apex finally selected Nexidia and Noble Systems. The business is using Noble’s Contact Center Suite to manage contacts and information flow, and Nexidia’s customer interaction analytics solution to analyze every call that comes into the contact center. This provides more accurate insight for compliance, performance management and overall call handling.
“We spend a great deal of time and effort ensuring we speak to our customers at the right time,” said Stewart Cox, head of operations at Apex Credit Management. “The combined Nexidia and Noble Systems solutions are playing a vital role in these efforts and the results have been significant.”
Apex has increased its cash collection per agent hour by 30 percent and liquidation by 20 percent, while improving conversion rates by 15 percent. The organization is also saving an average of 30 hours per month of agent team leader call time. This is half the time previously required for supervisors who can now reinvest efforts into coaching and improving the performance of their agents. These results have been achieved within the first seven months of implementing the Nexidia and Noble Systems solutions.
“The criteria for winning Speech Technology magazine's Implementation Award is based on realizing quantifiable and valuable business results, and Cabot Credit Management’s achievements speak for themselves,” said David Myron, editorial director for Speech Technology. “To increase cash collections, conversion rates and account resolution with such a rapid ROI is not only a testament to Cabot’s excellent management, but to the exceptional technology provided by Nexidia and Noble Systems as well.”
According to Apex, the combined Nexidia and Noble Systems solutions have enabled the company to proactively focus on the right customer issues to alleviate customer dissatisfaction. With better knowledge of customer concerns, first-call resolution has improved while the cost of collections has been reduced. In addition, the volume of written complaints has decreased.
“Speech analytics is such a proven success for us that we can now effectively monitor 100 percent of our calls,” said Cox. “This provides us with the ability to demonstrate compliance on all calls coming into the call center, which will play a key part of every purchaser audit. We anticipate all 530 members of our collection staff will use the system.”
Additional information on all the 2012 award recipients is published in the July/August issue of Speech Technology magazine and is available online at http://www.speechtechmag.com/Awards/.
About Cabot Credit Management
Cabot Credit Management is the UK’s leading ethical acquirer and manager of consumer debt. The group was formed following the acquisition of Cabot Financial by AnaCap Financial Partners and the merger of Cabot with Apex Credit Management in April 2011. It is divided into four specialist businesses, Cabot Financial, Cabot Financial Ireland, Apex Credit Management and Apex Discovery which offer independent, specialist services in debt purchase, contingency collections and customer tracing. The company employs over 825 people with offices in Kings Hill, Stratford-upon-Avon and Dublin.
Nexidia provides 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/.
About Noble Systems
Noble Systems Corporation is a global leader in unified contact center 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 platforms for inbound/outbound/blended communications. The scalable, integrated Noble solutions include advanced ACD and predictive dialing; 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. For more information, visit www.noblesystems.com.
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