Getting closer – with Speech Analytics

Understanding what makes customers respond positively during a conversation has a direct and measurable impact on business performance. When 1,500 agents handle more than 300,000 calls per day across five countries, only state-of-the-art technology can keep up with agent performance and customer satisfaction. As innovators in the credit industry, Nimble was one of the first South African companies to adopt Nexidia’s world-leading Speech Analytics software.

Transforming Unstructured Conversations Into Actionable Intelligence

Well-trained, enthusiastic agents are the backbone of any high-volume processing environment. But with millions of daily voice interactions, manually analysing calls is humanly impossible. Speech analytics solves this by converting unstructured audio into structured data — uncovering patterns, opportunities, behaviours, and trends that can improve both agent performance and the customer experience. This ability to transform raw voice data into intelligence is one of the most powerful disruptive technologies operating in the credit and collections industry today.

Customer Insights: The Real Magic

Speech analytics isn’t a “magic bullet” — it’s the tool that enables the magic. Instead of asking “What do we do with speech analytics?”, companies should be asking:

• What do we need to know about the conversations we’re having with customers?
• What intelligence is hidden inside those calls?
• How do we extract it quickly and consistently?

“That is the magic of speech analytics,” explains Ingrid de Leeuw of Nimble. “Once you put it to work, it can make true customer centricity a reality.”

Advantages of Using Speech Analytics

1. Compliance

Ensures agents adhere to call scripts, mandatory disclosures, and system processes — automatically flagging deviations.

2. Customer Service

Reveals what truly drives successful customer outcomes, helping refine conversations, solutions, and engagement strategies.

3. Productivity

Delivers real on-the-job coaching. Speech analytics isolates exceptions instantly, highlighting exactly where agents need improvement.

4. Risk Management

Identifies high-risk calls by detecting: escalated or emotional conversations, dissatisfaction indicators, compliance threats, negative sentiment. It flags these interactions for rapid intervention.

That’s the nature of disruptive technology: It doesn’t just improve what exists — it changes the entire landscape.