Commercial Credit Management Selects Nexidia for Quality and Compliance

Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced that award-winning debt collection agency Commercial Credit Management (CCM) has selected Nexidia Enterprise Speech Intelligence (ESI) Collections Edition as its chosen speech analytics software. This demonstrates CCM’s commitment to quality and compliance at a time of increasingly stringent industry regulations.

“Quality and compliance are integral to our core mission, and speech analytics is helping us with both,” said Steve Murray, managing director at Commercial Credit Management. “In the debt collection world, I fully believe that revenue generation comes through quality; it’s a self-fulfilling cycle. Happier clients generate more revenue and far better testimonials. You get happy clients by collecting more of their debt with the minimum of fuss. For us, speech analytics is fundamental to both our company philosophy and corporate growth.”

In November 2011, CCM won the Credit Today Consumer DCA of the Year Award — Less than GBP 2m turnover category. “At CCM it’s our commitment to excellence and the willingness to go the extra mile that helps us stand out from other service providers,” added Murray. “In a growing business, however, it is vital to ensure the high standard we demand is applied across all our agents. We feel that the process of scoring 5 calls per agent, per month is no longer acceptable. Having visibility across 100% of recorded calls will ensure that the ethics of the company are reflected at every customer touch point. We want our agents to be the best they can be and the ESI product will help us achieve that objective.”

Nexidia ESI Collections Edition is designed specifically for the debt collections industry and is aimed at improving regulatory compliance, maximising recovery rates and managing agent performance. This award winning technology has already helped organisations to improve liquidation rates, improve ‘promise-to-pay’ ratios and increase cash collected per agent hour by analysing 100% of agent interactions and providing reporting and evaluation tools that allow agencies to improve agent performance across the board.

“ESI Collections Edition demonstrates our commitment to the debt collection industry. Our knowledge of the industry and its specific needs enables us to facilitate a quick implementation and a rapid ROI for any collections organisation,” said Jonathan Wax, Nexidia’s vice president, EMEA. “CCM’s enthusiasm and commitment to our product is a further confirmation that, no matter what the size of the organisation, our customer interaction analytics solutions bring major business benefits to our clients.”

CCM provides both consumer and commercial debt recovery to a many industry sectors including: telecoms, finance, insurance, mail order, motor finance, technology and education. The company offers a range of services encompassing — debt recovery, early arrears, and tracing, Established in 1997, CCM has gained a reputation for providing quality debt recovery services. In November 2011 CCM won the Credit Today DCA of the Year Award — Less than GBP 2m turnover category.

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.