Oxford Management Services Selects Nexidia’s Speech Analytics to Integrate into its Collections and Quality Assurance ProcessesSolution Ensures Compliance and Increases Collections Performance by Providing Critical Insight into Every Customer Interaction
FORT PIERCE, FL AND ATLANTA, GA – July 19, 2010 – Oxford Management Services (OMS), a leading call center and accounts receivable management company, announced today that it has selected the Nexidia Enterprise Speech Intelligence (ESI) product suite to improve risk management and enhance revenue performance for its collections centers. Nexidia is the market-leading provider of audio search and speech analytics solutions.
Given the challenging and ever-changing regulatory landscape, critical importance of Brand Image and the Customer Experience, OMS views Nexidia ESI as a strategic and competitive asset in analyzing nearly 500,000 weekly calls.
“Our organization remains committed to a forward thinking approach and we are excited to offer our clients an innovative solution that enhances customer satisfaction while improving our overall performance and ensuring compliance,” said Peter Pinto, President of OMS. “Through insight from Nexidia’s speech analytics, OMS gains a new level of customer and business intelligence that ultimately helps us improve the experience we deliver to our clients and to their customers.”
OMS implemented Nexidia ESI with Nexidia’s OnDemand service, hosted in Nexidia’s PCI-compliant network operations center. This provides OMS with flexible and scalable speech analytics to gain the following competitive advantages:
- Ability to monitor 100% of its recorded calls in a fraction of the time previously required by manual review;
- Desktop delivery of data to manage and coach collection agents resulting in agent productivity and overall client performance improvements;
- Risk mitigation related to regulatory compliance and agent activity;
- Enhanced training processes in compliance and client work requirements.
“Being a pioneer in today’s market means utilizing the latest in technology to give a company the leading edge,” said John Willcutts, president and chief executive officer of Nexidia Inc. “With Nexidia ESI, OMS now has the critical business intelligence required to mitigate risk as well as improve customer satisfaction.”
About Oxford Management Services
Headquartered in Fort Pierce, Florida, OMS is a leader in developing innovative and effective call center and accounts receivable management solutions. OMS employs over 400 people with locations in Florida, Pennsylvania and New York. OMS manages portfolios for global footprint, Fortune 500 clients representing market sectors such as, but not limited to, Automotive, Bank Card, DDA, Government, Healthcare, Mortgage, Retail, Student Loan, Telecommunications, and Utility. For more information about OMS and its solutions, visit www.oxfmgt.com.
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 realize the amazing possibilities now discoverable in audio and video content from contact centers, media outlets, government intelligence and legal discovery. For more information, visit www.nexidia.com.