Apex (News - Alert) Credit Management has been recognized for the transformation of its outbound debt collection operations, thanks to audio search and speech analytics solutions leader Nexidia (News - Alert) and its partner, Noble Systems Corporation, a global provider of unified contact center technology solutions.
A flagship customer of Nexidia and Noble Systems, Apex Credit Management received the Professional Planning Forum’s Customer Contact Innovation Award for Integrated Outbound. This award is a reflection of Apex Credit Management’s comprehensive revision of its debt collection strategies and data segmentation, which resulted in boosted cash collection per agent hour by 30 percent and liquidation by 20 percent.
“Noble Systems (News - Alert), along with our partner Nexidia, are delighted that Apex has been recognized for their excellence in credit management by receiving this prestigious Integrated Outbound award,” said Sian Ciabattoni, marketing director of Noble Systems. “Apex uses the Noble solution to manage its collections campaigns with inbound and outbound blended contacts, and this award is a testament to how the dedicated Apex team has transformed their debt collection strategy using innovative, market leading technologies.”
In addition to an increased focus on coaching and boosted flexibility for team managers through Nexidia’s speech analytics, the implementation of a new Cascade solution has generated multi-channel contact strategies in SAS (News - Alert), which optimizes debt collection based on the newest data. This, in turn, has heightened cash collection and guaranteed more customers who pledge to pay.
“We’ve nearly quadrupled throughput, but have only grown seats by 35 percent,” said Apex Chief Operating Officer Steve Mound.
For Apex, the award – which was recently presented at the Planning Forum’s 11th anniversary conference in Birmingham, U.K. -- is a true testament to the company’s effectiveness in debt collection, according to Richard Furlong, contact strategy manager for the company. "Apex was delighted to receive the Integrated Outbound Award as acknowledgement that we are leading the field and generating a real competitive advantage in effective ethical debt collection,” he said. “The integrated outbound solution from Noble Systems that includes Nexidia Speech Analytics has provided not only a substantial ROI, but also a leading edge platform on which to base future company growth and respond quickly to changing market needs. It has allowed us to generate far more effective results (cash collected) from those customers we reach and has also improved our standing and reputation with our existing and new clients.”
This is the second time Nexidia has garnered an award for one of its flagship customers from the Professional Planning Forum, which aims to highlight companies’ innovations that are improving the customer and employee experience through benchmark practices.
“This integrated outbound solution is demonstrably leading the field in collections effectiveness and performance improvement,” said Jonathan Wax, vice president of EMEA for Nexidia, who added that the award “demonstrates that our customers are able to derive significant benefit from our speech analytics solutions.”
Tammy Wolf is a TMCnet web editor. She covers a wide range of topics, including IP communications and information technology. To read more of her articles, please visit her columnist page.