Fredrickson International Selects NICE Perform Adaptive Interactions and Analytics
October 30, 2007
By Susan J. Campbell, TMCnet Contributing Editor
NICE Systems (News - Alert), Ltd., a global provider of advanced solutions designed to enable organizations to extract Insight from Interactions to drive performance, has announced that UK’s Fredrickson International, a provider of debt collection services, has selected NICE Perform’s adaptive interaction analytics.
Part of the NICE SmartCenter solution, NICE Perform’s adaptive interaction analytics will be deployed in Fredrickson International’s contact center. This deployment in a VoIP
environment will be completed by business partner Azzurri Communications, a managed services company delivering flexible voice, data and mobile communications.
NICE Perform is expected to help Fredrickson increase rate of collections, improve customer satisfaction, and enhance operational efficiency.
This selection was made by Fredrickson in order to help the organization to improve its capabilities in collecting consumer and commercial debt on behalf of their clients, which include some of the largest financial institutions and corporations in the U.K. Many of these organizations are listed on the FTSE 100 (Financial Times Stock Exchange).
Fredrickson expects that the NICE solution will hone in on specific customer interaction relating the strategic company goals such as increasing agents’ ability to locate and speak to the right party in order to increase the chances of getting a payment, promise-to-pay or some type of action on the account.
With NICE Perform adaptive interaction analytics, Fredrickson will be better positioned to understand how agent behavior impacts the rate of collections, and create customized coaching packages for improving their capabilities in locating debtors quickly and easily, as well as fine-tuning soft-skills and negotiation skills to optimize collections on behalf of its clients and increase revenues.
"The adaptive interaction analytics capabilities of NICE Perform will be a cornerstone in our strategy to maximize the speed and amount of recovery," said Paul Butler, Collections Director, Fredrickson International, in a Tuesday statement.
"Collecting for both consumer credit and commercial debt requires specific, advanced skill sets. We are excited about how NICE can help us better understand what lies behind our agents' performance levels and how we can improve upon that performance to increase our rate of collections."
Through NICE adaptive interaction analytics, customers can harness the power of interaction analytics with an automated, iterative, system self-learning solution. This solution is designed to provide a very high degree of accuracy and efficiency in a scalable solution that analyzes 100 percent of the interactions in a cost-effective manner.
With this capability, customer interactions can be leveraged to proactively identify trends, anticipate opportunities, adjust processes to meet business objective and take action at the right-time.
"We are very happy to have been selected by Fredrickson, reflecting our growing success in enabling financial services organizations to improve their collections capabilities," said Barak Eilam, VP and General Manager, Interaction Analytics at NICE, in Tuesday’s statement.
"This win also reflects that our adaptive interaction analytics is the premier choice for better understanding customer behavior and its impact on the bottom line."
Customer service is no longer just delivering products on time and courteously answering the phone. In order to ensure complete customer satisfaction, contact centers must now be able to fully measure customer interactions to determine the level of customer service being delivered.
In the world of collections, customers are not always willing to deal with the contact center agent, which can put significant pressure on the agent to complete his or her job. With solutions such as those provided by NICE, these organization are better suited to measure customer behavior and agent performance in order to improve overall efficiency.
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.