[December 01, 2010] U.S. Cellular Increases Use of Nexidia Solutions and Services Tweet Dec 01, 2010 (Close-Up Media via COMTEX) -- Nexidia, a provider of audio search and speech analytics solutions, said that U.S. Cellular is expanding its use of Nexidia's Enterprise Speech Intelligence (ESI) product suite to include Nexidia Evaluate, in order to help measure and improve the quality of agent performance. In a release, the Company said that the company is also retaining its Managed Analytic Services, a new professional services program designed to help customers get the maximum benefit from their speech analytics implementations. The Chicago-based carrier, named one of Forbes Magazine's 2010 "Most Trustworthy Companies," provides wireless telephony services to 6.1 million customers. U.S. Cellular's contact centers employ 2200 agents in Illinois, Iowa, Oklahoma, Tennessee and Wisconsin, and average nearly 200,000 calls daily. Initially implementing Nexidia in early 2009, U.S. Cellular identified their primary goals as wanting to gain a better understanding of why customers were calling, increase customer service and increase customer retention. Through speech analytics, the company was able to identify several agent behavior and script issues that were impacting retention rates and customer satisfaction. Given this success, U.S. Cellular is expanding both the scope and capacity of Nexidia's solutions and services. The company will now be analyzing 300 percent more audio than previously handled at the initial launch of speech analytics. "Nexidia has proven that they are the type of company that can really partner," said Lynn Costlow, vice president of customer service, U.S. Cellular. "They have provided support to us beyond setting up the software and have helped us in operationalizing call intelligence by making findings actionable. This has been a learning process and Nexidia has worked side by side with us as we have progressed." "U.S. Cellular has already experienced great success with the Nexidia ESI product suite," said John Willcutts, president and chief executive officer of Nexidia Inc. "Expanding their speech analytics capabilities while employing Managed Analytics Services will bring additional improvements to their contact center operations, driving even more return on investment." ((Comments on this story may be sent to [email protected])) [ Back To TMCnet.com's Homepage ]