National Debt Relief Delivers Empathetic Customer Experiences By Leveraging Observe.AI Contact Center AI
SAN FRANCISCO – (COMMERCIAL THREAD) – Observe.AI, a leader in contact center AI, today announced that its platform has enabled National Debt Relief (NDR) to improve customer experience, automate quality assurance and to provide better guidance to its front-line agents. NDR, one of the nation’s largest and most trusted debt relief companies, relies on the Observe.AI platform to analyze 100% of call interactions and automatically identify key issues. concern for customers while streamlining otherwise manual and tedious quality assurance workflows.
With Observe.AI, NDR can empower its representatives to deliver on its promise of serving customers with compassionate and empathetic service, as well as ensuring compliance with local and state regulations.
“NDR was founded in 2009 with the goal of helping people solve their debt problems without going bankrupt. Our core values are to put our customers first when they are faced with difficult financial situations and to provide them with the best possible experience, ”said Vince Trotter, vice president of quality and communications, National Debt Relief.
“From a quality management perspective, manual listening and coaching of calls is a tedious and time consuming practice of the past. Observe.AI allows us to log ALL our calls, determine exactly where our agents need to improve, and quickly share best practices, resulting in a superior customer experience.
Additionally, NDR uses Observe.AI to:
Improve and automate contact center workflows, including call analysis, agent reviews, and compliance monitoring.
Perform agent reviews up to five times faster in a data-driven way to deliver more relevant and timely coaching
Release customer sentiment to reduce customer frustration and uncover unmet needs
Train agents on how to provide tailored responses to COVID – 100% of whom are now working from home
“NDR is a prime example of how an organization can leverage AI and voice analytics to transform service operations,” said Sharath Keshava Narayana, chief revenue officer, Observe.AI. “Our platform enables NDR’s customer experience, operations and quality assurance teams to transform the contact center into a provider of strategic business benefits by unlocking actionable insights from 100% calls. ”
“Nobody wants to talk about their personal debt, but I look forward to the day when it is no longer a taboo subject,” added Trotter. “Using Observe.AI takes us one step closer to that end goal of helping more people get out of debt faster without spending too much time on the phone dealing with debt issues. ”
Observe.AI, a leader in contact center AI, is transforming the customer experience and improving agent performance by helping top brands analyze 100% of calls and streamline quality assurance workflows. With Observe.AI, businesses transcribe every call with great precision and mentor agents while gaining full visibility into their customer service operations. Observe.AI brings the power of agent support, automatic speech recognition and natural language processing (NLP) to modern contact centers and their frontline teams.
Observe.AI is trusted by more than 150 customers and partners, including Root Insurance, Alcon Laboratories, Tripadvisor and Pearson. Supported by Menlo Ventures, Next47, NGP Capital, Scale Ventures, Nexus Ventures and Y-Combinator, Observ.AI is headquartered in San Francisco with an office in Bangalore, India. For more information visit www.observe.ai.
About national debt relief
National Debt Relief is one of the nation’s largest and most trusted debt relief companies. We are made up of energetic, intelligent and compassionate individuals who are passionate about helping thousands of Americans with debt relief since our founding in 2009. Most importantly, we are helping all of our clients through financial times. difficult in their life with education and individual customer service. For more information visit www.nationaldebtrelief.com