As customer care goes mobile, multichannel and social, providers of customer interaction analytics resources are asked to address new challenges. Nexidia – a company who’s differentiation had long been in its patented, phonetic approach to speech analytics – provides an excellent case in point. As part of an overall strategy to support “analysis of issues, not channels,” it is introducing new product enhancements, services, packaging and pricing structures to accommodate emerging enterprise requirements.

From a product standpoint, the big news is the formal release of the next generation of Nexidia Interaction Analytics. The new suite adds “Multi-channel Search,” enabling identification of key words and relationships across chat, surveys and email, in addition to speech. The expanded search capability is augmented by a new “Query Builder,” a set of tools that makes it easier for executives from different departments to save and reuse specific terms to support their business objectives.

A new “Dynamic Reports” generator presents query results highlighting user-definable metrics, such as customer sentiment and satisfaction, sales effectiveness and profitability. This makes it easier for managers to absorb and assimilate up-to-date information that is crucial to every-day performance measurement and workforce optimization. This “actionable information” has direct impact on sales, support and training tactics. It is presented through a new User Interface that makes it easier for executives from a multiplicity of functional areas and business units to take define criteria and make use of the information.

In a closely related development, Nexidia will be pre-packaging a set of Advanced Interaction Analytics, specifically for enterprises involved in Healthcare, Diversified Communications, Financial Services and Technology. Nexidia has historic relationships with some of the largest companies in these verticals and is able to anticipate the keywords and relationships that will prove most beneficial to their new customers and shorten deployment time and expense by baking in a set of relevant queries and reports.

Nexidia has also added a Software-as-a-Service (SaaS) offer that takes a lot of the uncertainty out of the deployment decision. Called Analytics OnDemand, the program provides a low-cost option for companies to evaluate the service and prove their business cases before making more significant investments. The non-recurring, startup costs begin at $20,000, including setup in a secure hosted environment and data extraction of interactions. Ongoing, monthly fees are $50 per agent per month, with $5,000 per month minimum and a one-year commitment. This package also includes online, instructor-led training.

In another, homage to affordability and flexiblity, Nexidia is introducing its own call recording product. Called Nexidia Capture, it records and stores input from both VoIP and traditional phone lines. It also gives contact center managers and other executives the ability to sync audio from both the caller and agent with screen captures depicting agent desktop activity. This is part of Nexidia’s direct assault on “legacy call recording platforms” (meaning Nice and Witness), in the name of making it less expensive to get timely access to audio files.

In a phone briefing this week, Chief Operating Officer, Jon Ezrine, and VP of Product Management, Larry Skowronek highlighted that the combination of new products and the “on demand” service delivery strategy has accelerated implementation and, therefore, return on investment timetables for a broad variety of medium-to-large enterprises.

Categories: Articles

Tags: customer care, Contact Center, Analytics, Nexidia