Peer-to-Peer Lending Company Prosper has Chosen NICE for Modern CX Improvements

Contact center and quality monitoring solutions provider NICE recently announced that Prosper, a financial services company, chose NICE technology as a driving solution to transform its customer experience (CX) through improved workforce management systems.

In the announcement, the companies stated that NICE will "enable Prosper to manage its customer experience holistically, scale effectively, mitigate risk and improve operations."

Founded in 2005, Prosper introduced U.S. consumers to an innovative new approach to personal finance called peer-to-peer lending. Almost twenty years later, Prosper has helped over 2 million customers achieve financial well-being through a comprehensive suite of products.

Discussing its new technology choice, Prosper indicated that it chose NICE CXone Mpower to future-proof its business for all CX needs. The flexibility, openness and extensibility of the CXone Mpower platform is intended to adapt into the Prosper ecosystem, creating full visibility into operations with the tools to enable more agile and swift responses to meet market and business changes. Adding SmartReach for proactive outbound engagement will allow Prosper to reach customers quickly and effectively to meet business KPIs and increase revenue.

Prosper expects to realize significant improvements in forecasting, scheduling and intraday management, along with Enhanced Strategic Planner to model long-term “what if” scenarios and plan effectively for the future. Further, NICE Interaction Analytics with Enlighten AI for Complaint Management surfaces & remediates customer complaints automatically. Enlighten for Customer Satisfaction powers coaching on key agent soft-skill behaviors and raises performance across the business.

With NICE, Prosper is poised for further digital and AI innovation to deliver exceptional experiences.

“With the powerful combination of NICE solutions including SmartReach, Prosper can efficiently connect with our customers at the right time, uncover valuable insights, and refine our engagement strategy to enhance the customer experience continuously,” added Jeff Killian, EVP of Operations at Prosper.