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Increase revenue while supporting customers in the tightly monitored and high-risk collections industry with conversation analytics.
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September 09, 2013
CallMiner, the leader in speech analytics and compliance solutions for contact centers, and FBCS, Inc., a leading third-party collections agency that specializes in the recovery of charged off debt, today announced that FBCS has implemented CallMiner Eureka Essentials for Collections, a speech analytics solution pre-configured specifically for outbound calling in the accounts receivables management industry.
FBCS is setting a new industry standard by using the newest and most efficient speech analytics technology from CallMiner. Eureka Essentials will help FBCS reduce compliance risk associated with the Fair Debt Collection Practices Act (FDCPA) and Consumer Financial Protection Bureau (CFPB) regulations, as well as improve agent efficiency ratios and deliver better training insights.
“We decided to work with CallMiner because our company is committed to compliance, industry best practices, and agent training,” said Steve Flite, Senior Director of Sales & Marketing at FBCS. “Eureka Essentials is a great match for what we’re doing and we believe the implementation will bring positive changes to our collections process.”
“FBCS understands the importance of staying compliant in an increasingly complex regulatory environment,” said Terry Leahy, Chief Executive Officer at CallMiner. “Their team also understands the importance of continuous, proactive agent training. All of us at CallMiner are very excited to work with FBCS.”
Eureka Essentials for Collections includes all of the speed, ease of use, and repository features of the enterprise Eureka speech analytics solution alongside a feature set scaled for collections calls requirements. Learn about Eureka Essentials for Collections.
About CallMiner CallMiner is the market leading cloud-based solution for improving agent performance through Voice of the Customer analytics across all channels. CallMiner Eureka automates the overwhelming process of monitoring information from 100% of interactions – calls/audio, chat, email, surveys and social – to uncover consistent and reliable information about agent performance. Real time business intelligence can be leveraged by enterprises to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvements. For more information, visit https://callminer.com.
About FBCS, INC. FBCS, Inc. is a third-party collection agency that specializes in the recovery of charged off debt. FBCS is a privately-held family-owned enterprise with over 32 years of experience in optimizing the collection of non-performing charged-off debt. The company is licensed and operationally capable of performing collection activity nationwide. It is licensed in all states where applicable. FBCS is committed to the compliance of all Fair Debt Collection Practices Act (“FDCPA”) requirements. FBCS is a leading provider of accounts receivable management and collection services and contracts with originators and debt purchasers. For more information, visit https://www.fbcs-inc.comBack to Press Releases
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.