Speech Analytics and Contact Center AI Improve Experiences for Both Clients and Agents

Observe.AI, a leader in Contact Center AI, announced that its platform has enabled National Debt Relief (NDR) to improve customer experience, automate quality assurance, and provide better coaching to its front-line agents. NDR, one of the country’s largest and most reputable debt relief companies, leverages the Observe.AI platform to analyze 100% of call interactions and automatically surface key areas of concern for customers while streamlining otherwise manual and tedious quality assurance workflows.

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With Observe.AI, NDR can empower its representatives to deliver on its promise to serve clients with compassionate and empathetic service, as well as ensure compliance with local and state regulations.

“NDR was founded in 2009 with a goal of helping people resolve debt problems without enduring bankruptcy. Our core values include putting our clients first as they face difficult financial situations and providing them with the best possible experience we can,” said Vince Trotter, Vice President of Quality & Communications, National Debt Relief.

“From a quality management perspective, manually listening and coaching of calls is a tedious and time-consuming practice of the past. Observe.AI allows us to score ALL of our calls, hone in on exactly where our agents need to improve, and quickly share best practices, resulting in superior client experience.”

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In addition, NDR uses Observe.AI to:

• Improve and automate contact center workflows, including call analysis, agent evaluations, and compliance monitoring.
• Complete agent evaluations up to five times faster in a data-driven way to provide more relevant, timely coaching
• Unlock customer sentiment to reduce customer frustration and uncover unmet needs
• Train agents on how to provide COVID-considerate responses -100% of which are now working from home

“NDR is a perfect example of how an organization can leverage AI along with speech analytics to transform service operations,” said Sharath Keshava Narayana, Chief Revenue Officer, Observe.AI. “Our platform enables NDR teams in client experience, operations, and quality assurance to transform the contact center in a strategic benefits provider for the business by unlocking actionable intelligence from 100% of calls.”

“No one wants to talk about their personal debt, but I look forward to a day when it’s no longer a taboo subject,” added Trotter. “Using Observe.AI gets us closer to that end goal of helping more individuals get out of debt sooner without spending too much time on the phone managing their debt problems.”

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