Aspect and Nexidia Partner to Bring Expanded Speech Analytics to Aspect's Unified Interaction Management and Workforce Optimization Solution
CHELMSFORD, MA, Feb 29, 2012 (MARKETWIRE via COMTEX) --
Aspect, a leading provider of customer contact and Microsoft(R)
platform solutions, today announced that it is partnering with
Nexidia, a market-leading provider of audio search and speech
analytics solutions, to integrate Nexidia's speech analytics
applications with Aspect's unified interaction management and
workforce optimization solution to enhance the quality of customer
Nexidia Evaluate will be integrated with Aspect's workforce
optimization platform to enable rapid ad hoc searches of audio in
large volumes. By gaining insight into holistic customer-agent
dialogue, Aspect customers will now be better able to focus their
efforts on the most relevant customer inquiries on specific issues or
initiatives and easily identify and resolve problem areas. This
information can be used by the customer to better pinpoint training
opportunities for agents and to address regulatory and compliance
requirements. The addition of Nexidia Evaluate functionality also
expands the potential for speech analytics in the back office and
across the enterprise. Customers will be able to:
-- Track performance at site, team and agent levels based on the goals
and thresholds they have set such as handle time, empathy, regulatory
compliance, upsell attempts, and more.
-- Listen to relevant calls without extensive search time and use 100% of
the recording rather than random sampling.
-- Leverage the insight from the Evaluate functionality to correlate
quality and performance with business results to see the direct
effects of agent evaluation and targeted coaching on customer
retention, customer satisfaction, and the bottom line.
-- Support non-English languages for truly global customization.
"The use of speech analytics continues to enhance customer
understanding and improve the customer experience, clearly confirming
its growing value to today's advanced contact centers," said Jim
Davies, research director, Gartner Research. "When fully integrated
into contact centers solutions, end users can create potent
opportunities for providing actionable insights into agent
interactions with customers that should improve agent performance,
build stronger customer relationships and reduce operating expenses."
Aspect plans to also integrate Nexidia Scan, which captures and
analyzes dialogue in real time, with its Aspect Unified IP(R)
solution. This integration will streamline work flow and enable more
intelligent decisions during customer interactions. The integrated
solution will also support the intelligent routing and flow of
information throughout an organization. With the Aspect Unified IP
platform capabilities, this intelligence can integrate with CRM
systems and knowledge bases to provide agents with real-time alerts
and screen prompts which could:
-- Identify cross-sell and up-sell opportunities faster to improve
business' conversion rates.
-- Flag potential fraud to minimize risk.
-- Alert agents to potential defectors to improve retention rates.
"The partnership with Nexidia augments Aspect's existing speech
analytics offering, giving the company unique global capabilities
that will enable us to offer both forensic search and insightful
interactions analysis that work across other recording platforms,"
said Serge Hyppolite, vice president of product management, Aspect.
"Leveraging Nexidia's speech analytics technology provides Aspect's
customers with deeper intelligence and greater flexibility in their
search functionality. From simple ad hoc searches of recorded data to
information discovery and eventually real-time search, these extended
capabilities will enable our clients to harness the broad potential
and rapid ROI of speech analytics across their contact centers and
"Both companies are closely aligned in our commitment to provide
high-performing, customer-centric solutions that enable organizations
to leverage the benefits of speech analytics," said Jon Ezrine,
Nexidia's senior vice president and chief operating officer. "The
partnership between Aspect and Nexidia offers organizations a robust
solution backed by two industry leaders that will provide improved
customer service and more efficient operations."
Nexidia provides customer interaction analytics
solutions with patented technologies and breakthrough applications
that enable companies to drive business transformation by capturing,
making sense of, and using the full range of communications they have
with customers. As the traditional voice of the customer expands from
the contact center to include surveys, email, chats, and even social
media sites, Nexidia provides software and service expertise to help
companies synthesize this data into both a tactical tool for
operational improvements and a catalyst for strategic business
transformation. For more information, please visit
Aspect builds customer relationships through a
combination of customer contact software and Microsoft platform
solutions. For more information, visit www.aspect.com.
Follow Aspect on Twitter at @AspectUC. Read our blogs at
Aspect, Unified IP and Aspect Software are either trademarks or
registered trademarks of Aspect Software, Inc., in the United States
and/or other countries. The names of other companies and products
mentioned herein may be the trademarks of their respective owners.
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