Ventana Research Evaluates New Release of Nexidia Interaction Analytics 11.0 as “Next Generation Customer Analytics”


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Market Research Firm Highlights Nexidia’s Groundbreaking Neural Phonetic Speech Analytics™, Advanced Real-Time Analytics Capabilities

ATLANTA, GA– July 8, 2014 – Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced that Ventana Research has published an article reviewing Nexidia Interaction Analytics 11.0, the company’s flagship product. The market research firm’s Analyst Perspective, entitled “Nexidia Brings Sophistication to Customer Interaction Analytics,” characterizes the new groundbreaking release as a “next generation customer analytics” solution.

“Companies face challenges in keeping up with customers’ use of more channels of communication, their increasing expectations for service, and the huge volumes and many types of customer data they are now generating. They also need to understand the behavior and sentiments of customers and of their own agents,” wrote Ventana’s Vice President and Research Director of Customer and Contact Center Research, Richard Snow. “The latest version of the Nexidia product, Interaction Analytics 11.0 has been designed to meet these challenges. At the heart of the product is the ability to extract information and insights through speech analytics, which Nexidia has focused on since its inception.”

Among the key points of product differentiation, Snow highlighted the unique benefits of Nexidia’s Neural Phonetic Speech Analytics™: “In addition to audio, the software can process text data from sources such as email, surveys, chat scripts and text messages. The system uncovers information from these combined sources and applies the analysis, thus giving users a fuller picture of customer interactions. The system can also use predefined rules to uncover agent and customer sentiment, adding another dimension to the analysis. The outputs from the initial discovery phase and sentiment analysis can be run against prebuilt models concerning business issues such as customer churn and retention or sales effectiveness. All of these outputs can be included in enhanced reports and analysis, which can be extended to include key metrics.”

Ventana Research also outlined the new market-leading features and benefits of Nexidia Interaction Analytics 11.0’s new technical architecture. “Nexidia has re-architected the product to be more scalable and able to process data in parallel, which enhances performance and delivers results faster,” declared Snow. “Version 11.0 has a new user interface and enhanced analytic visualization capabilities, which make it easier for users to interpret the outputs, take appropriate actions and share the information with others. The new architecture also can run analysis in real time, which my research into next-generation customer analytics shows is the number-one capability companies are looking for.”

Nexidia Interactions Analytics 11.0 will be officially released and available during the third quarter of 2014.

Follow this link to view the complete Ventana Research Analyst Perspective

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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