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Nexidia's Formula for Analysis of Collected Data Finds Favor with Ovum

By Mini Swamy, TMCnet Contributor
July 12, 2012

The way the customer is being heard is undergoing a transformation as surveys, e-mails, chat and even social media sites have thrust themselves into the communications arena. The traditional voice of the customer has thus expanded beyond contact centers, giving birth to interaction analytics technologies, a project worth pursuing, according to Ovum (News - Alert).

Nexidia has introduced Interaction Analytics software to reportedly help companies make sense of this leap in interaction and make it more meaningful to them; this effort has been recognized by the research firm, Ovum.

"Proper application of analytics positively impacts a company's top and bottom line because it boosts customer experience," said John Willcutts, president and CEO at Nexidia (News - Alert).

The Ovum view report acknowledges the newest offerings and makes special mention of the Nexidia Interaction Analytics software, the new Analytics OnDemand program and the upgraded version of the company's Capture call recording tool.

Nexidia Interaction Analytics provides multi-channel searching, dynamic reporting and industry specific solutions for the contact center, Analytics OnDemand gives contact centers the ability to revolutionize their business process while Nexidia Capture integrates both traditional and Voice over Internet Protoco- based networks.

Highlighting the benefits of these tools, which are considered vital for strategic business transformation, optimized business practices and operational improvements, the report confirms that Nexidia is accelerating the shift to a cloud-based contact center.

It also acknowledges Nexidia for making it easier to start using analytics by expanding on-demand offerings, enabling companies to better understand and leverage the growing volume and sources of customer interaction data being generated in contact centers.

"Nexidia has been ahead of its competitors in the speech analytics sector in terms of offering its tools as ondemand products for several years,” said the Ovum report.

Other news reports Nexidia's announcement that it has been named the 2012 Market Winner in Speech Analytics by the Speech Technology magazine.

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Edited by Rich Steeves