NEWS20 July 2010

Oxford Management Services taps Nexidia for speech analytics

New business North America

US— Payment collection agency Oxford Management Services has signed up to use Nexidia’s Enterprise speech analytics software to monitor and analyse performance in its call centres.

The tool will be used to analyse thousands of calls “in a fraction of the time” of a manual process.

OMS said that the tool would deliver data that would be used to coach collection agents, resulting in productivity improvements.

Peter Pinto, president at OMS said: “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.”