Nexidia Introduces Analytic Services

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New professional service offering helps companies achieve maximum
operational benefits of speech analytics

ATLANTA, GA. – September 28, 2010 – Nexidia, the market-leading provider of
audio search and speech analytics solutions, today announced the launch of
Nexidia Managed Analytic Services, a new professional services program
designed to help customers get the maximum benefit from their speech
analytics implementations.

Nexidia Managed Analytic Services leverages Nexidia’s unique experience in
the marketplace, with successful speech analytics implementations in many
different industries and organizations. Nexidia combines this deep industry
knowledge, domain expertise of speech analytics and professional services
staff to deliver exceptional business results to all of its customers. With
Managed Analytic services, Nexidia can guide a contact center through its
initial implementation, and can help evolve the use of speech analytics to
provide value and effectiveness in other parts of the business. And Managed
Analytic Services are provided at a cost much less than a company would
invest by building and training an internal staff, which gives the added
benefit of a faster implementation and time to insight and provides a faster
economic return.

How It Works

Managed Analytic Services teams consist of contact center professionals who
have expertise in defining business objectives and providing speech
analytics that deliver the intelligence needed to monitor and improve
contact center operations.

Companies get a dedicated team consisting of a client service director, a
senior business analyst and two additional business analysts who work
closely with them throughout an engagement. Borrowing from the AGILE method
that has become popular with software development organizations, each team
meets frequently with the customer and maps out two-week “sprints” where
they prioritize objectives, organize and analyze audio, build a business
case and share the results with the customer, along with recommendations for
next steps. The teams can quickly modify programs as needed, based on any
situation that may arise within an operation. Customers have the flexibility
to continually monitor and change their speech analytics direction however
necessary.

Additionally, Nexidia has developed a library of common analytics offerings
to handle such issues as Improving First Call Resolution (FCR), Managing
Sales Effectiveness, and Increasing Customer Satisfaction. While these are
some of the more common requests for speech analytics, Nexidia also knows
that each company situation is unique, so custom analytics offerings are
also available.

“Speech analytics is an important part of a company’s overall suite of
business intelligence applications,” said John Willcutts, president and
chief executive officer of Nexidia. “No other speech analytics provider has
the depth and breadth of experience that we do in translating speech
analytics into meaningful business results. And no other provider is
offering these managed analytic services in a way that helps companies
realize their full potential. This is all part of how we deliver a real
return on a speech analytics investment.”

For more information about Nexidia Managed Analytic Services and
operationalizing speech analytics, visit:
http://www.nexidia.com/solutions/contact_center/managed_analytic_services

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 http://www.nexidia.com/.

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