Highlights “Next Generation” Metrics-Based Performance Management and Neural Phonetic Speech Analytics™ Capabilities
ATLANTA, GA– June 30, 2014 – Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced two new Saddletree Research notes that preview Nexidia Interaction Analytics 11.0, which “represents the next generation of speech analytics solutions in the enterprise.” Outlining the advanced features of the newest version of Nexidia’s flagship product, the contact center-focused market research firm concluded that the company has “once again asserted itself as a technology innovator and market leader at the top of its game.”
According to the author, Paul Stockford, president and chief analyst for Saddletree, the company’s groundbreaking new release “stands as tangible evidence of the growing role of speech analytics in the enterprise, limited only by the imagination and technical competency of visionary companies such as Nexidia.” He described the unique capabilities of Nexidia Interaction Analytics 11.0 as “revolutionary” and “potentially game-changing for the speech analytics industry.”
In the first Research Note—entitled “Nexidia Pushes Speech Analytics Envelope with Nexidia Interaction Analytics 11.0”—Saddletree Research focuses on detailing the solution’s new metrics-based performance management capabilities, predicting that the “revolutionary approach to quality management will undoubtedly cause some degree of disruption in the industry.”
By indexing and analyzing 100 percent of customer calls, Nexidia Interaction Analytics 11.0 enables contact centers to gain a much more complete and consistent view of customer and operational dynamics, in addition to “an unprecedented degree of analytics accuracy.” Stockford points to multiple benefits, including the ability to precisely target specific types of calls to analyze for performance management or quality assurance purposes. He also highlights the solution’s unique agent self-evaluation capabilities, which “transforms the evaluation process from a supervisory relationship to more of a collaborative relationship.” To read the full research note, go here – http://nexidia.com/files/resource_files/Research%20Note%20Saddletree%20Nexidia%2011.pdf
The second Research Note—entitled “Neural Phonetic Speech Analytics™: The Brains Behind Nexidia Interactions Analytics 11.0” — focuses on Nexidia’s Neural Phonetic Speech Analytics™, which Saddletree Research describes as an “innovative use of leading-edge technology” that “combines the strengths of automatic speech recognition (ASR) with phonetic indexing.”
“Nexidia has leveraged its considerable search capacity and phonetic indexing intellectual property for this new software release, adding proprietary techniques for ASR and transcription that simply are not available to other solutions relying on third-party speech engines for analytics,” wrote Stockford. “The result is a comprehensive speech analytics solution that significantly expands the functionality of speech analytics in the contact center while simultaneously improving accuracy and simplifying the analytics process.”
To read the entire Saddletree Research Note, go here – http://nexidia.com/files/resource_files/Research%20Note%20Saddletree%20Nexidia%20Neural%20Phonetic%20SA.pdf
Nexidia Interactions Analytics 11.0 will be officially released and available during the third quarter of 2014.
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
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