Nexidia (News - Alert), a source of customer interaction analytics solutions for business transformation, has unveiled a new report from Ovum that credits Nexidia for allowing companies to leverage the increasing volume and sources of customer interaction data in contact centers.
The Ovum (News - Alert) View report, "Nexidia Accelerates the Shift to Cloud-based Contact Center Analytics," found that Nexidia's newest offerings "solidify this trend" and predicts that the products will push deployments of those technologies into the cloud.
Ovum provides clients with objective analysis helping them to make better business decisions. The research came from more than 400,000 interviews with business and technology, telecoms and sourcing decision-makers that gave Ovum insight into business requirements and the technology that organizations must support.
As the voice of the customer moves from the contact center to include surveys, e-mail, chats and social media sites, Nexidia provides service expertise to help companies synthesize this data into a tactical tool for operational improvements and a catalyst for business transformation.
"Nexidia's formula for producing contact center analysis involves de-complicating much of the process for collecting and acting on the data that is collected in and around customer interactions," said Ovum's Principal Analyst, Keith Dawson (News - Alert).
Nexidia Interaction Analytics provides multi-channel searching, reporting and industry specific solutions for the contact center. Analytics OnDemand helps contact centers revolutionize business process improvement and performance management through a hosted interaction analytics solution. The latest version of Nexidia Capture, the company's call recording product, integrates traditional (TDM) and Voice over Internet Protocol (VoIP)-based networks to let users implement interaction analytics on a broad scale.
"Speech analytics has traditionally made slow progress into most data centers because of a perception that it's expensive, time-consuming to deploy and hard to administer,” explained Dawson. “These latest releases, however, help the company cement the argument that analytics is a project worth taking on.”
The Ovum report highlights the benefits of Nexidia's Interaction Analytics software, the company's new Analytics OnDemand program, a new version of its Capture call recording tool. It acknowledges Nexidia for making it easier to use analytics by expanding on-demand offerings and creating vertically-oriented packages for healthcare, technology and financial services.
Over the years, according to the report, Nexidia has been ahead of its competitors in the speech analytics sector in terms of offering tools like OnDemand products. Its new program allows users to scale a deployment up or down, and to have the costs known from the start.
"Proper application of analytics positively impacts a company's top and bottom line because it boosts customer experience," said Nexidia President and CEO John Willcutts (News - Alert). "Ovum recognizes that innovative solutions such as Nexidia's play a vital role in helping organizations gain critical insights into their customers' experience.”
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Edited by Braden Becker