3rd Party Remote Call Monitoring Feature

Nexidia (News - Alert), a provider of customer interaction analytics solutions for business transformation, will demo interaction analytics and real-time monitoring at DBA International 2013 Annual Conference February 5-7, 2013 in Las Vegas, NV.

The DBA International Annual Conference is one of the most respected and well-attended events in the debt purchasing industry, welcoming more than 1,600 attendees and hosting more than 120 exhibitors.

Officials with Nexidia said that the company will be exhibiting its Interaction Analytics solution — the next generation of its contact center analytics software — and its capabilities designed specifically for the collections industry.

Company officials said that Nexidia will also be offering live demonstrations of Nexidia Scan, its real-time monitoring functionality, which triggers alerts based on key words and phrases being said by representatives as calls occur.

This valuable feature is key to ensuring collectors are staying compliant while maintaining high levels of customer service.

According to company officials, by providing greater operating visibility and insights, Nexidia Interaction Analytics solution enables collections companies to maximize the return on their collections efforts, while also shrinking costs and improving service levels.

The solution also ensures compliance to new federal regulations in 2013, under which collection companies face steep fines from the Consumer Financial Protection Bureau for non-compliance.

“The severe penalties for making a misstep in complying with the complexities of the new Dodd-Frank Consumer Protection measures could ruin a collections business,” said John Willcutts (News - Alert), president and chief executive officer of Nexidia, in a statement.

Willcutts said that by pinpointing compliance issues, Nexidia enables collection agencies to take swift corrective action to reduce enterprise risk and ensure compliance across all interactions—a new critical capability in a more tightly regulated world.

Earlier in September, Nexidia had announced the general availability of Nexidia Advanced Interaction Analytics for Healthcare, Communications, Financial Services and Technology.

Central to this release are new multi-channel searching and categorization capabilities across speech and text interactions, dynamic reporting on key metrics and a new, intuitive user interface. Also available are options for integrated social media mining.Nexidia solutions allow contact centers to capture, synthesize and disperse the business intelligence locked inside different types of interactions with customers, driving improvements in business processes and agent performance.

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