Technology Pinpoints Root Causes of Repeat Calls to Improve Contact Center
Processes
ATLANTA, GA – NOVEMBER 14, 2011 — Nexidia, a leading provider of customer
interaction analytics solutions for business transformation, today announces
a new U.S. patent for its unique first-call resolution analysis technology,
which provides deep insight into the reasons customers repeatedly call
contact centers. The Enhancing Call Center Performance award (U.S. Patent
8,051,086) expands Nexidia’s intellectual property portfolio to 13 U.S.
patents since 2007.
Central to Nexidia Enterprise Speech Intelligence (ESI) 9.0, the patented
first-call resolution (FCR) tools analyze 100% of calls into a contact
center, including the spoken content and the meta-data about every call, to
reveal the total customer experience. FCR is one of the most critical
metrics for contact centers, as it measures how effective they are at
dealing with customers’ issues quickly and efficiently. Nexidia’s FCR
analysis provides deep insight into agent-customer interactions and enables
contact centers to pinpoint ways to improve the customer experience and
increase customer loyalty.
The inherent scalability of Nexidia’s patented technology allows it to
cost-effectively process and analyze 100% of calls coming into a contact
center. By combining spoken content understanding with meta-data such as a
customer identifier, Nexidia’s FCR analysis tool shows an entire call
history for any customer and can pinpoint every time a customer has called
to address a specific topic or issue. This allows contact center operators
to quickly identify and correct any business or process issues that are
driving this repeat call behavior, which improves efficiency and provides a
better experience for its customers.
“Nexidia continues to build on its portfolio of intellectual property in
order to meet contact centers’ need for superior analytics technology that
improves and grows their businesses,” said John Willcutts, Nexidia’s
president and chief executive officer.
A complete list of Nexidia’s patents is on the company’s Web site.
About Nexidia
Nexidia provides customer interaction analytics solutions with patented
technologies and breakthrough applications that enable companies to drive
business transformation by capturing, making sense of, and using the full
range of communications they have with customers. As the traditional voice
of the customer expands from the contact center to include surveys, email,
chats, and even social media sites, Nexidia provides software and service
expertise to help companies synthesize this data into both a tactical tool
for operational improvements and a catalyst for strategic business
transformation. For more information, please visit http://www.nexidia.com.
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