Case Study: SquareTwo Financial achieves higher conversion rates and faster, automated reporting with NICE Systems' Engage & Interaction Analytics

SquareTwo Financial - Customer Case Study

SquareTwo Financial, a Denver-based leader in asset recovery and management with national contact centers, struggled with a manual, random QA process that made evaluations slow, imprecise and difficult to use for coaching, compliance checks or executive decision-making. The lack of searchable analytics and timely reporting created operational lag and discouraged meaningful performance discussions across its network.

SquareTwo implemented NICE Engage recording and NICE Interaction Analytics after a controlled Denver pilot, automating capture, reporting and analysis across all locations. The solution doubled call evaluations, saved about one week of labor each month, delivered faster, more frequent and accurate reports (now three times weekly), enabled daily-focused coaching and improved conversion rates while giving executives clearer trend insights.

SquareTwo Financial

Holly Gallo

Director of Customer Experience