Audio search and speech analytics solutions provider Nexidia today announced that Forrester (
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Alert) Research has chosen Nexidia’s solution deployment with EarthLink as the focus of its first case study in the growing speech analytics industry. The case study,
Speech Analytics Helps Improve Contact Center Process and Quality: An EarthLink Case Study, was published on April 4, 2008.
The report describes how the Atlanta-based Internet service provider leveraged Nexidia’s (
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Alert) Enterprise Speech Intelligence (ESI) application to “achieve a strategic market position in the customer service market.”
The report’s executive summary states: “As a customer-centric business with outsourced contact centers around the world, EarthLink was challenged with maintaining a high level of customer satisfaction and interaction quality across all of its centers, improving agent productivity while reducing costs, and finding ways to gain a competitive edge in its market…For example, this (Nexidia) deployment helped EarthLink determine the root cause of a high number of transferred calls as well as improve processes related to agent coaching and maintaining a quality level for customer interactions.”
Summarizing the Nexidia-enabled benefits in three key areas, the study states: “EarthLink’s implementation of Nexidia’s speech analytics solution helped its customer service organization realize results in multiple areas, including: General process improvements, Agent coaching, and Quality improvements.” Further, the study explains that “while EarthLink intended its investment in speech analytics to improve general process, agent performance, and quality standards, it also discovered some expected future uses for the product, including: Checking routing changes to its IVR
system, Testing marketing campaigns, and Interviewing potential agents (using Nexidia’s Language Assessor).”
The case study included a quote from Steve Arnold, senior manager and speech analytics champion at EarthLink. Commenting on EarthLink’s specific set of vendor selection criteria used to evaluate five leading vendors and the decision to ultimately select Nexidia, Arnold was quoted as saying: “Nexidia was able to peel back the onion to the level we wanted quicker and easier.”
“Companies want to understand exactly how organizations are using speech analytics day-to-day to transform an untapped resource, their customer-agent interactions, into tangible benefits,” commented John Willcutts (
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Alert), president and CEO of Nexidia Inc. “EarthLink’s success, using Nexidia’s web-based OnDemand solution, enabled them to not only categorize, search and analyze calls in the span of a few short weeks, but delivered a clearly defined business case to underline the ongoing strategic impact of speech analytics.”
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