Case Study: Consumer finance market leader in Vietnam achieves increased collections and sales efficiency with Uniphore’s U-Analyze

Consumer finance market leader in Vietnam increases collections and sales efficiency with Uniphore’s U-Analyze

Consumer Finance Company, a market leader in Vietnam with over 17,000 employees serving 10 million customers through more than 13,000 point-of-sales, handled over 1.2 million outbound calls monthly but could only analyze 0.6–1% of interactions. Faced with poor visibility into agent performance and customer intent, low survey response rates, and a need to boost collections, sales efficiency and service quality, the company engaged Uniphore and its U-Analyze™ solution.

Uniphore deployed U-Analyze™, an NLP/ML-powered interaction analytics platform, to monitor 100% of outbound calls in Vietnamese, replicate QA scoring, deliver real-time dashboards, sentiment analysis and agent coaching insights. As a result Uniphore enabled full-call monitoring (up from 0.6–1%), introduced agent knowledge indices and QA reports, improved KPIs like propensity to pay, intent to buy and objection handling, and drove higher collections, increased sales efficiency and enhanced customer satisfaction.