Nexidia Enhances Contact Center Product Portfolio


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New packages provide greater flexibility to implement speech analytics
solutions tailored to specific contact center needs

ATLANTA, GA. – JULY 28, 2010 – Nexidia , the
market-leading provider of audio search and speech analytics solutions,
today announced a series of enhancements to its Enterprise Speech
Intelligence (ESI) Product Suite
to provide
more options for contact centers to implement the capabilities that will
have the most impact for their organizations. These changes are in response
to the maturation of the market for speech analytics
and a better understanding
of the different need sets that have evolved. As the recognized leader in
this space, Nexidia is taking this step to make it easier for customers to
apply speech analytics across all areas of traditional contact center
workforce optimization, including quality, performance management and
business process improvement.

With enhancements to the Nexidia portfolio
driven by
practical experience in the marketplace, Nexidia is providing greater
flexibility and more options for how customers can implement the technology
to support their operations. With some renaming of existing products, the
Enterprise Speech Intelligence suite now includes the following components:

. Nexidia Discover provides automated topic and trend identification to
support rapid and “hands-free” understanding of the common themes that are
occurring in the contact center.

. Nexidia Search provides in-depth, ad-hoc search for spoken topics
across any amount of recorded content. With Nexidia Search, contact center
analysts, managers and even executives are just one click away from “the
voice of the customer” – with the ability to drill into and listen to the
actual calls behind any result. This provides a broader understanding of
contact center activity.

. Nexidia Analyze provides scalable call categorization, root cause
analysis, first call resolution (FCR), and in-depth reporting and analysis
of call trends including talk time vs. non-talk time, analysis of means, and
other advanced reporting capabilities.

. Nexidia Evaluate uses the analysis and intelligence gained from
Nexidia Analyze to track quality and manage performance across contact
center sites, teams and even individual agents. Managers create quality
initiatives that tie directly to strategic corporate goals.

. Nexidia Capture taps directly into either traditional or VoIP
networks to capture and record phone calls and meta-data, bypassing the need
for legacy recording equipment. Nexidia Capture can also record agent
desktop screen content during a transaction.

. Nexidia Scan performs real-time analysis of audio to drive
information to agent desktops and improve the performance and efficiency of
contact center personnel.

Having pioneered the role of speech analytics in contact centers, Nexidia
has seen a shift in understanding and acceptance of the technology, as well
as the different types of uses that companies may have for it. For example,
some companies may simply want an understanding of common themes that occur
at any given time in their center, and the ability to search for calls
relating to a specific matter, such as a product launch or promotion. Other
companies can benefit by deriving a more thorough knowledge of the
situations that drive calls into their contact centers. Nexidia offers
analysis and reporting tools that let companies drill into and understand
root cause of call traffic, manage first call resolution, and improve
performance management to optimize contact center expenses.

To support these differing levels of need, Nexidia has created specific
packaged editions of Nexidia Enterprise Speech Intelligence that combine the
following products:

. ESI Discovery Edition: Includes Nexidia Discover and Search. This
introductory package provides automatic discovery and drill-down analysis so
contact centers can easily track and monitor trends occurring in their
customer transactions.

. ESI Analysis Edition: Builds on the ESI Discovery Edition and
includes Nexidia Analyze to provide complete call categorization, root cause
analysis, first call resolution and advanced reporting and dashboard metrics
for tracking contact center and customer activity.

. ESI Quality Management Edition: Adds Nexidia Evaluate to apply speech
analytics directly to quality and performance management of contact centers,
teams and agents.

. ESI Enterprise Management Edition: Adds Nexidia Capture to tap
directly into a contact center’s network to capture call recordings and
meta-data and provide a complete, robust speech analytics solution

“Nexidia’s product portfolio extends the benefits of speech analytics to
improve all aspects of contact center operations,” said John Willcutts,
president and chief executive officer of Nexidia Inc. “These new package
options allow contact centers to more easily identify and purchase the
specific products with the functionality that will address their business
needs – all while delivering on our promise of providing quantifiable
economic value to customers.”

For current and future customers, upgrade paths allow contact centers to
start with one product or package and add new capabilities as needed. And
all of Nexidia’s solutions are available either with a licensed installation
or through Nexidia’s OnDemand secure hosted environment.

About Nexidia

Nexidia is the audio and video search company with patented technologies and
breakthrough applications that enable customers to quickly gain new insight,
build competitive advantage and realize the amazing possibilities now
discoverable in audio and video content from contact centers, media outlets,
government intelligence and legal discovery. For more information, please
visit .

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