Nimble scoops “Top Innovation” award

Today’s business arena is unpredictable. Disruptive technologies such as speech analytics, mobile computing, and adaptive learning systems are overturning traditional business practices — making old methods redundant and forcing companies to transform. Forward-thinking organisations must recognise the potential of disruptive technology and act decisively when opportunities arise.

Recognising Innovation

The National BPESA Technical Innovation Award celebrates organisations that have successfully implemented new technology within the past 24 months. The focus is not just on the technology itself, but on how it was strategically adopted to solve real business challenges and demonstrate measurable improvement in performance and service delivery.

Nimble entered the competition with three transformative technologies, showcasing how the company is merging progressive business processes with innovation to achieve:

• Improved compliance
• Greater collections efficiency
• Enhanced customer experiences
• Better recovery results

Nexidia Speech Analytics

Among these technologies, Nexidia Speech Analytics stood out. This solution converts unstructured call-centre conversations into structured, searchable data — unlocking insights that drive:

• Improved agent performance
• Stronger compliance and risk management
• Increased productivity
• Superior customer experiences

By uncovering trends and pinpointing weaknesses, Nimble can identify coaching opportunities, reinforce best practices, and eliminate inefficiencies quickly.

Pioneering Adoption in South Africa

Recognising the need for state-of-the-art technology in the contact-centre space, Nimble became one of the first South African organisations to deploy Nexidia’s world-leading analytics platform. Auditing 100 percent of voice recordings allows Nimble to continuously measure quality and satisfaction, ensuring excellence in every interaction.

However, the company quickly realised that technology alone wasn’t a “silver bullet.” To extract real value, Nimble developed new processes and cultural shifts — focusing on turning compliance monitoring into meaningful performance insights and using data to improve coaching outcomes.

Award-Winning Results

At the annual BPESA Awards Ceremony, Nimble was honoured with the Technical Innovation Award for its implementation of Nexidia Speech Analytics. The award recognises Nimble’s ability to combine technology, human intelligence, and operational experience to create measurable, collaborative transformation in the debt-collection industry.

Written by: Swati Safeda, Chief Digital Officer