|[July 20, 2009]
Nexidia Announces Release of Enterprise Speech Intelligence (ESI) 8.0
ATLANTA --(Business Wire)--
Nexidia (News - Alert), the market-leading provider of audio search and speech analytics solutions, today announced the release of Nexidia Enterprise Speech Intelligence (ESI (News - Alert)) 8.0, the next generation of its highly-acclaimed contact center analytics software. Central to this release are ESI's new first call resolution (FCR) analysis tools, which are fully integrated into existing customer transaction data and leverage Nexidia's speech analytics to provide deep insight into the most critical metric impacting operations costs and customer experience. This insight is key to improving operational efficiency, decreasing churn and increasing customer loyalty.
Traditional FCR analysis leverages transactional information from the telephony and CRM infrastructure to generate key performance indicator (KPI) metrics such as average handle time, adherence, customer satisfaction (CSAT) and FCR. Although these approaches can monitor trends in these indicators, they offer extremely limited insight into what is actually driving them. For example, these tools might quickly identify an increase in repeat calls, but provide very limited information into why the increase occurred.
ESI 8.0 integrates traditional contact center data with speech analytics, providing users with a more complete view of FCR performance. By using the transactional data sources to identify repeat callers, Nexidia speech analytics is applied to gain rapid insight into the drivers behind those specific customer calls. The result is that organizations are able to recognize the root cause of repeat calls and pinpoint opportunities for the most effective process improvements.
Some of the key features in Nexidia ESI 8.0 include:
Enhanced FCR analysis - Tightly integrating with call center data, Nexidia gives the user added flexibility to identify repeat call patterns by call type, drill down to call history, identify top level drivers of repeat callers across massive volumes of calls and review the recorded customer experiences for the entire call series. This enables companies to understand the root cause behind calls and cause/effect relationships so they may take the necessary steps to improve FCR.
Expanded Scalability - Nexidia extends its lead as the speech analytics solution providing the greatest scalability with the lowest total cost of ownership (TCO). While a single server can process more than 20,000 hours of audio per day, with ESI 8.0 customers can now integrate multiple servers together to provide practically unlimited capacity. This allows even the largest call centers to cost-effectively apply speech analytics to their entire body of recordings and get more quantifiable business intelligence.
Speaker-separated analysis - New to ESI 8.0 is the ability to analyze calls by individual speaker (agent or customer), providing more relevant results. Additionally, the ESI Forensic Search tools provide easy ways to query, report on and visualize that data; the user can view a speaker-separated player showing tracks, results, cross-talk, non-talk, etc.
"The first call resolution capabilities in ESI 8.0 allow the user to drill deep and uncover valuable customer insights," said John "J.C." Corrigan, CFP®, president of Customer Analytics Consulting, LLC. "Previously, companies could use traditional methods to understand what was going on in their contact centers, but didn't have enough detailed information to create an effective change. Only Nexidia is combining speech analytics with traditional data from call centers to understand the ‘why' behind the ‘what,' providing in-depth knowledge as to why customers are calling back."
The new FCR analysis tools complement the powerful analytics and time to insight that have made ESI the leading solution for speech analytics. With broad call recording platform integration and flexible deployment options, including Nexidia's QuickStart and OnDemand hosted services, ESI offers a uniquely scalable solution to suit the needs of contact centers worldwide.
"In a competitive marketplace, determining ways to keep current customers happy while streamlining contact center operations is crucial," said John Willcutts (News - Alert), president and CEO of Nexidia Inc. "Nexidia is determined to offer the deepest, most agile speech analytics technology, and these new FCR analysis capabilities will help companies lower operational costs while increasing customer satisfaction."
Nexidia is the audio and video search company with patented technologies and breakthrough applications that enable customers to quickly gain new insight, build competitive advantage and realize the amazing possibilities now discoverable in audio and video content from contact centers, media outlets, government intelligence and legal discovery. For more information, please visit www.nexidia.com.
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