With 100 percent of calls rapidly captured and analyzed, Nimble Group will be able to ensure that its contact center agents adhere to required scripts and regulatory requirements. In addition, Nexidia Analytics provides unified metrics that allow company supervisors to identify and implement best practices, as well as coaching opportunities, among their agents.
Nimble Group provides services in the non-performing loan market through offices in South Africa, Botswana, Namibia, Ghana and Kenya. The company’s 1,400 agents handle over 300,000 inbound and outbound calls per day, all of which are now analyzed by Nexidia Analytics. The solution uses deep learning neural networks to perform sophisticated searches across Nimble’s contact center interactions in order to drive actionable business insights that the company can use to improve customer service.
Nimble selected the next generation analytics solution due to its speed and comprehensiveness, as well as the specific financial services expertise of NICE’s Managed Analytics Services (MAS). With the support of the MAS team, the Nimble Group has uncovered deep, impactful insights and achieved a rapid time to value.
Rowan Gordon, Nimble Group CEO, said: “NICE understood exactly what our requirements were, from both a commercial and business perspective, and they were able to perfectly calibrate Nexidia Analytics to meet our needs – including fine-tuning the voice analytics tools for South African accents. We can now completely concur with the many positive endorsements we heard from Nexidia customers, highlighting the great value they saw from this solution.”
John O’Hara, president, NICE EMEA, said: “We are proud to partner with Nimble Group in order to help them unlock the power of ‘analytics with no limits.’ Our Nexidia Analytics solution, based on AI-powered speech recognition technology, offers unparalleled accuracy and scalability, allowing the company to analyze huge volumes of customer insights and quickly understand what actions need to be taken to improve its operations and remain compliant. By selecting the market’s most advanced analytics solution, Nimble Group has demonstrated its commitment to reinventing customer service and achieving business success across the enterprise.”