Nexidia and Cisco revealed that two of Nexidia’s core products – Nexidia Scan and Nexidia Capture – will be tightly integrated into the Media Capture component of Cisco’s Customer Collaboration infrastructure. Scan makes it possible for companies to monitor audio streams in real time to detect incidents that should be addressed with some immediacy (for example when a long-time, high-value customer is threatening cancellation). Scan can also work at the agent level to reveal when a supervisor might want to intervene in the course of a conversation that might be vectoring toward a negative outcome.

Nexidia Capture, by contrast, supports “complete analysis of recorded interactions.” In conjunction with Nexidia’s ESI (Enterprise Speech Intelligence) product suite, companies can conduct the sort of mining and extraction of meaningful business intelligence from multiple audio streams. This could also support a service like Cisco Pulse which can do pattern matching among multiple audio streams to detect commonalities and help build communities.

Nexidia will be demonstrating its integrations at this week’s Cisco Collaboration Partners Summit in Phoenix. I will be there and will be getting some real time demos.

Categories: Articles

Tags: speech analytics, Cisco, Contact Center, Nexidia