How did Sogedi modernize its customer interaction management?
A strategic migration to Nixxis to gain autonomy, performance and ensure cost control.
+170 employees
+30 years of expertise
Business sector: Debt collection and investigations
Table of contents
Introducing Sébastien Rivière
IT Manager – Sogedi
As IT Manager, Sébastien Rivière’s mission is to guarantee the reliability, security, and evolution of Sogedi’s information system. He ensures that technological tools effectively support business activities, while guaranteeing service continuity and data control.
His role includes managing IT infrastructure, overseeing modernization projects—such as the contact center project—and making technological decisions based on performance, security, and data sovereignty considerations. He acts as a liaison between technical teams, technology partners, and business users.
In this capacity, Sébastien Rivière plays a key role in Sogedi’s digital transformation, reconciling innovation, operational constraints and regulatory requirements.
Presentation of Sogedi
Leader in financial mediation and investigation
1993
year of creation
11.5 million
of net sales (2024)
3 entities
Sogedi, Soleg and Recovry
Founded in 1993, Sogedi has gradually established itself as a leading partner for major French companies operating in highly regulated sectors. Specializing in financial mediation, amicable debt collection, and investigations for prestigious clients, the company primarily operates in four strategic sectors: telecommunications, banking, insurance, and energy.
With 170 employees spread across several French locations, Sogedi manages thousands of customer interactions daily, requiring a high level of expertise, a thorough understanding of business processes, and strict adherence to applicable regulations. The company has built a solid reputation based on service quality, confidentiality, and operational reliability.
Sogedi’s premium positioning is based on its ability to combine operational excellence with in-depth industry expertise. Each consultant is trained in the specificities of the sector they serve and has the necessary tools to provide precise and tailored solutions to the often complex situations they encounter. This high-quality, demanding yet distinctive approach forms the core of the company’s value proposition.
The context of this transformation
A customer interaction management solution that has become obsolete
In a context of evolving uses and business requirements, Sogedi initiated a review of its legacy customer interaction management solution. Initially tailored to the company’s needs, this solution no longer met current standards in terms of performance, flexibility, and scalability.
The existing solution relied on an aging architecture, limited both technologically and functionally. It no longer benefited from the necessary upgrades to support new uses (mobility, omnichannel, application integration) and presented increasing constraints in terms of maintenance and support.
This obsolescence hindered process optimization, user experience improvement, and Sogedi’s ability to evolve its customer relationship strategy.
A sector with high standards
Debt collection
Sogedi’s business is based on the management of sensitive and complex cases, requiring both business expertise, operational rigor, discretion and strict regulatory compliance.
Debt collection involves frequent, multi-channel interactions with debtors of varying profiles, within a demanding legal framework (traceability of exchanges, adherence to contact hours, call recording and history, performance monitoring). The quality of the relationship, the ability to prioritize actions, and the capacity to adapt communication are key drivers of effective debt collection.
Faced with the increasing complexity of the missions entrusted to it by its clients and the significant rise in call and interaction volumes, the legacy customer experience management solution was showing its limitations. It no longer provided an optimal response to the operational requirements of debt collection: lack of flexibility, unsatisfactory features and dialing methods, difficulties in real-time monitoring, and limited integration with business tools.
In this context, modernizing the contact center infrastructure became a strategic priority for Sogedi. The change in solution aimed to equip the teams with a tool capable of supporting performance, securing practices, and sustainably maintaining the level of service expected by its clients.
Signs of an infrastructure on its last legs
Several warning signs can indicate that it’s time to reconsider your current customer interaction management solution. Here are a few reasons:
Uncontrolled costs
Maintenance costs increase every year without functional improvement, placing a heavy burden on the operating budget.
Technical complexity
Integration with the existing information system (CRM, ERP) becomes a headache requiring costly specific developments.
Lack of stability
The solution is subject to regular interruptions, resulting in significant downtime for agents and negatively impacting monitoring indicators.
Publisher dependency
Every change in the settings, even a minor one, requires intervention from the editor, creating a strong and costly dependency.
The determining criteria in the choice of Nixxis
After a thorough analysis of the CCaaS solutions market and in line with its specific needs, Sogedi selected the Nixxis platform to manage its operations.
Several criteria were taken into account:
✅On-premise deployment guaranteeing total control of sensitive data, an imperative for regulated sectors
✅Native integration with existing CRM, ERP and business tools without additional development
✅Advanced blending to optimize agent productivity by intelligently combining inbound and outbound calls
✅Flexible configuration allowing internal teams to make adjustments to their call campaigns themselves
✅Freedom to choose your incumbent telecom operator, avoiding an additional switch
A gradual and controlled deployment
The project was implemented in several phases to minimize risks and ensure smooth adoption by the teams. The highly customizable Nixxis solution was tailored to Sogedi’s specific needs, offering significant flexibility in its configuration and integration.
Depending on each client’s needs and IT skills, the integration project can be handled by Nixxis’ teams, the client’s teams, or jointly, allowing for a balance between support and autonomy. In Sogedi’s case, their teams handled the integration of Nixxis with their business applications.
The close collaboration between the Sogedi teams and Nixxis support enabled a gradual transfer of skills, and targeted training was provided to supervisors and technical administrators to enable them to quickly master the new platform.
Measurable results on a daily basis
Sogedi manages its performance using concrete indicators, monitored in real time
Increase in call completion rate
Reduced downtime thanks to blending
Real-time activity monitoring
Autonomy in the configuration of the solution
What impact will this have
on operational teams?
A successful solution is not measured solely by its features, but also by how it is adopted by the teams.
For the agents
- Less downtime thanks to automatic blending
- Unified interface with direct access to the CRM
- Custom scripts for each campaign
- Improved fluidity in interactions
For supervisors
- Complete real-time view of activity
- Quick adjustments without technical intervention
- Precise management via key indicators
- Continuous adaptability
“Nixxis is an extremely flexible platform that allows for extensive customization of call flows, scripts, and distribution rules. This flexibility is ideal for contact centers with complex or highly specific processes that cannot be managed by off-the-shelf solutions.”
Sébastien Rivère, IT Manager, Sogedi
Why Nixxis meets
debt collection needs?
In debt collection, every interaction can make a difference. With Nixxis, you benefit from a customizable and high-performance platform to maximize collection rates while maintaining a lasting and respectful relationship with your clients' debtors.
Predictive Dialer
Starting with the Starter edition, benefit from our most advanced dialing mode, designed to maximize contacts with debtor customers, increase your collection rates, and make every interaction more efficient and professional.
Call Blending
With call blending, your agents remain constantly productive: the platform adapts in real-time the distribution between inbound and outbound calls to maximize contact rates and reduce idle time.
Advanced Database Segmentation
Segment your customer portfolios with precision based on value, risk, or payment history. Through better knowledge of your debtors, you deploy tailored calling strategies that maximize your collection rates.
Invalid Number and Answering Machine Detection
Thanks to automatic filtering of incorrect numbers, unreachable lines, and answering machines, your teams focus on the most relevant calls, improving productivity and overall campaign efficiency.
Email and SMS Workflows
Enhance your campaigns with automated emails and SMS that announce your calls or remind about deadlines. Result: better-informed, more responsive debtors and a significantly increased contact rate.
Complete System Integration
Gain productivity through seamless integration with your business solutions, CRM, and accounting systems. Nixxis connects your tools to automate data exchanges and deliver a faster, more efficient collection experience.
Optimize your debt collection operations by combining performance, compliance, and cost control.
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A successful solution is not measured solely by its features, but also by how it is adopted by the teams.