PR - Major UK Debt Collector Selects NICE Systems' Analytics

NICE Systems Ltd. (NASDAQ: NICE), a leading global provider of advanced solutions that enable organizations to extract insight from interactions to drive performance, today announced that UK’s Fredrickson International, a leading provider of debt collection services, has selected NICE Perform’s adaptive interaction analytics, part of the NICE SmartCenter solution, for deployment in its contact center’s VoIP environment through its business partner Azzurri Communications, a leading managed services company delivering flexible voice, data and mobile communications. NICE Perform will help Fredrickson increase rate of collections, improve customer satisfaction, and enhance operational efficiency.

Fredrickson International selected adaptive interaction analytics from NICE Perform to help 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 UK, many of which are listed on the FTSE 100 (Financial Times Stock Exchange).

The NICE solution will enable Fredrickson to hone in on specific customer interactions relating to 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. NICE Perform adaptive interaction analytics will enable Fredrickson to better understand how agent behavior impacts the rate of collections, and create customized coaching packages for improving their capabilities in locating debtors quickly and easily, and 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. “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.”

Adaptive interaction analytics from NICE harness the power of interaction analytics with an automated, iterative, system self-learning solution. Adaptive Interaction Analytics provides a very high degree of accuracy and efficiency in a scalable solution that analyzes 100 percent of the interactions in a cost-effective manner. This capability leverages customer interactions to proactively identify trends, anticipate opportunities, adjust processes to meet business objectives 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. “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.”