Apex Credit Management Wins UK Customer Contact Innovation Award for Transforming Their Outbound Debt Collection OperationsIndustry Leader is Recognized for Accomplishments in Integrated Outbound Technologies
LONDON & MANCHESTER, UK – April 19, 2011 –Noble Systems Corporation, a global leader in unified contact centre technology solutions and its partner Nexidia, the market-leading provider of audio search and speech analytics solutions, are pleased to announce that flagship customer, Apex Credit Management has received the Professional Planning Forum’s Customer Contact Innovation award for Integrated Outbound.
Apex Credit Management received the award based on the way in which their use of SAS and speech analytics has transformed debt collection strategies and data segmentation, increasing cash collected per agent hour by 30% and liquidation by 20%.
Apex has implemented a new Cascade model that creates dynamic multi-channel contact strategies in SAS which optimise debt collection based on the latest data. Alongside this, Nexidia speech analytics has focused coaching and freed up an average 30 hours per month for each team manager. In combination, smart integration and a rigorous continuous improvement methodology have driven cash collected per agent hour up 30% and grown the amount of customers who promise to pay by 15%.
“We’ve nearly quadrupled throughput, but have only grown seats by 35%,” explained Apex Chief Operating Officer, Steve Mound.
“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. 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,” observed Richard Furlong, contact strategy manager for Apex. “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.”
These prestigious awards, organised by the Professional Planning Forum, celebrate the achievements of the industry’s innovators and offer a benchmark of excellence within the industry. They showcase innovations that are transforming the experience of customers and employees and demonstrate how planning can make a real difference. The awards were presented at the Planning Forum’s 11th anniversary conference in Birmingham on 12th April.
Sian Ciabattoni, marketing director of Noble Systems, comments, “Noble Systems, 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. 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.”
Jonathan Wax, vice president of EMEA for Nexidia, added: “This integrated outbound solution is demonstrably leading the field in collections effectiveness and performance improvement. This is our second Innovation Award from the Professional Planning Forum with one of our flagship clients, and it demonstrates that our customers are able to derive significant benefit from our speech analytics solutions.”
About Noble Systems
Noble Systems Corporation is a global leader in contact centre 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 platform for inbound/outbound/blended communications. The scalable, integrated Noble solutions include advanced ACD and predictive dialling; 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. www.noblesys.com
Noble, Noble Suite, Noble Systems, and the N-logo are trademarks of Noble Systems Corporation.
For more information, contact:
Sian Ciabattoni, Marketing Director EMEA Noble Systems
+44 (0) 161 772 7100
Nexidia is the audio and video search company with patented technologies and breakthrough applications that enable customers to quickly gain new insight, build competitive advantage and realise the amazing possibilities now discoverable in audio and video content from contact centres, media outlets, government intelligence and legal discovery. For more information, please visit http://www.nexidia.com.