Nexidia (News - Alert), a provider of customer interaction and speech analytics solutions, announced that Comcast (News - Alert) Corporation, a customer of Nexidia, will present a keynote speech during the 12th annual IPQC Call Center Week 2011 conference, today through Friday, June 17, at the Planet Hollywood Resort & Casino in Las Vegas.
The session, “Measuring the Impact of Multiple Initiatives on Customer Experience,” will be presented by Mike DeCandido, Comcast’s senior vice president of call center operations on Thursday, June 16, at 8:15 a.m.
During his presentation, DeCandido will discuss the tools and programs that have helped the company deliver a consistently positive customer experience. Comcast will also discuss the Nexidia OnDemand Enterprise Speech Intelligence (ESI (News - Alert)) product suite.
Nexidia’s ESI suite enables companies to use speech analytics to discover call trends and key focus areas, perform in-depth analysis, and monitor performance management, in which agent behavior is related back to established initiatives.
The ESI Suite consists of Nexidia Discover, Nexidia Search, Nexidia Analyze, Nexidia Evaluate, Nexidia Capture and Nexidia Scan. These flexible, cost-effective solutions deliver results using the fastest indexing speeds and highest accuracy speech analytics solution in the industry, company officials said.
“The information found in the ‘voice of the customer’ is invaluable when driving improvements for the customer experience,” said John Willcutts (News - Alert), Nexidia’s president and chief executive officer, in a statement. “Comcast’s investment in customer analytics is definitely providing return on investment as well as a competitive advantage.”
Nexidia has been offering the speech intelligence solution to Verizon as well. In April, the company announced it extended the Enterprise Speech Intelligence solution for Verizon (News - Alert) landline’s service for another three years.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.Edited by Tammy Wolf