Plaza Associates has chosen the Enterprise Speech Intelligence (ESI) application by Nexidia for the improvement of risk management and the enhancement of revenue performance for its collections center. The company’s collections center employs 390 people in New York City. The center operations see a weekly volume of 285,000 calls. The company’s use of the speech analytics application is a result of the partnership with Nexidia and Noble Systems. Noble Systems is a leader in the provision of contact center platforms emphasizing the collections industry. Nexidia and Noble have worked together since 2007.
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Plaza Associates, ranked by The Nilson Report as one of the top ten consumer collection agencies in the U.S, generated approximately $135 million in collections in 2008. With approximately 390 employees, Plaza Associates has its corporate office in New York, and partnerships in the Philippines and India. The company collects debt in the bank card, installment loan, mortgage, retail, telecommunications, automotive, commercial, and utility sectors. In 2009, Plaza Associates became the first collection company in the industry to be only employee-owned. Research shows that employee owned companies that effectively promote employee involvement outperform competitors by a substantial margin.
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