Case Study: Nimble Group achieves 100% call coverage and an 80% reduction in non-compliant calls with NICE Systems' Nexidia Analytics

Embedding analytics into the contact center with a digital performance dashboard

Nimble Group is a collections-services provider in the Sub‑Saharan market with about 1,500 agents across six locations and extremely high call volumes (as many as 350,000 calls a day). Conventional team‑manager call reviews couldn’t sample enough interactions to understand agent behavior or ensure consistent compliance, so Nimble needed 100% call coverage, granular insight into multiple performance dimensions, and faster, measurable improvements from training.

Working with NICE to deploy Nexidia Analytics, Nimble implemented agent dashboards, targeted analytic queries across five areas (compliance, risk, customer service, profitability, efficiency), and a skills framework with online coaching and micro‑courses. The solution tracks and analyzes all calls, enables self‑monitoring, and links training to instant measurement — non‑compliant calls fell by more than 80%, adoption of effective collections language rose 50%, and Nimble achieved quicker improvements in profitability, efficiency and regulatory compliance while supporting remote work.

Nimble Group

Ingrid De Leeuw

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