U.S. Cellular Expands Scope of Nexidia Solutions and Services


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Nexidia Managed Analytic Services and Nexidia Evaluate Will Further Improve
Contact Center Operations and Reduce Costs

ATLANTA, GA – November 29, 2010 – Nexidia, the market-leading provider of
audio search and speech analytics solutions, today announced that U.S.
Cellular is expanding its use of Nexidia’s Enterprise Speech Intelligence
(ESI) product suite to include Nexidia Evaluate, in order to help measure
and improve the quality of agent performance. The company is also retaining
Nexidia Managed Analytic Services, a new professional services program
designed to help customers get the maximum benefit from their speech
analytics implementations.

The Chicago-based carrier, named one of Forbes Magazine’s 2010 “Most
Trustworthy Companies,” provides wireless telephony services to 6.1 million
customers. U.S. Cellular’s contact centers employ 2200 agents in Illinois,
Iowa, Oklahoma, Tennessee and Wisconsin, and average nearly 200,000 calls

Initially implementing Nexidia in early 2009, U.S. Cellular identified their
primary goals as wanting to gain a better understanding of why customers
were calling, increase customer service and increase customer retention.
Through speech analytics, the company was able to identify several agent
behavior and script issues that were impacting retention rates and customer

Given this success, U.S. Cellular is expanding both the scope and capacity
of Nexidia’s solutions and services. The company will now be analyzing 300
percent more audio than previously handled at the initial launch of speech

“Nexidia has proven that they are the type of company that can really
partner,” said Lynn Costlow, vice president of customer service, U.S.
Cellular. “They have provided support to us beyond setting up the software
and have helped us in operationalizing call intelligence by making findings
actionable. This has been a learning process and Nexidia has worked side by
side with us as we have progressed.”

U.S. Cellular will also be utilizing Nexidia Managed Analytic Services. This
Services team provides the knowledge and resources needed to rapidly
discover relevant business intelligence. With experience working with
Fortune 500 companies across multiple industries, including several
companies in the telecommunications industry, the Managed Analytic Services
team understands the nuances of the contact center within specific vertical
businesses. The Services team has extensive experience identifying and
solving the most common issues in contact centers such as average handle
time, first call resolution, sales effectiveness, and compliance. Partnering
with the Managed Analytic Services team ensures a faster return on
investment than a company can obtain when managing speech analytics

With the addition of Nexidia Evaluate, U.S. Cellular will have the tools to
improve customer service and loyalty through better trained, better coached
and higher performing agents.
Nexidia Evaluate utilizes speech analytics tools at the site, team and agent
level, to better measure specific agent performance as it relates to
corporate objectives. This granular approach enables detailed performance
reviews and customized coaching of agents. Nexidia Evaluate will also
assist U.S. Cellular in maintaining consistent quality and performance
across the company’s growing outsource centers.

“U.S. Cellular has already experienced great success with the Nexidia ESI
product suite,” said John Willcutts, president and chief executive officer
of Nexidia Inc. “Expanding their speech analytics capabilities while
employing Managed Analytics Services will bring additional improvements to
their contact center operations, driving even more return on investment.”

About U.S. Cellular
U.S. Cellular is committed to fixing wireless one project at a time. The
Chicago-based carrier, named one of Forbes Magazine’s 2010 “Most Trustworthy
Companies,” recently unveiled The Belief Project, a series of
industry-first, innovative solutions designed to elevate the customer
experience. The Belief Project complements U.S. Cellular’s growing catalog
of cutting-edge phones, all backed by its high-speed nationwide network. To
learn more about U.S. Cellular, visit one of its retail stores or
uscellular.com. You can also check out U.S. Cellular on Facebook.

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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