Business-oriented conversations between customers and agents need to be analyzed to obtain valuable insights that can be used to improve product and service quality, operational efficiency, and revenue.

Recently, Nexidia, a provider of audio search and speech analytics solutions, announced a series of enhancements to its Enterprise Speech Intelligence “ESI (News - Alert)” product suite, in a bid to offer more options for contact centres to implement the capabilities that will have the most impact for their organizations.

These changes are in response to the maturation of the market for speech analytics and a better understanding of the different need sets that have evolved. Nexidia (News - Alert) is taking this step to make it easier for customers to apply speech analytics across all areas of traditional contact center workforce optimization, including quality, performance management and business process improvement.

In addition, Nexidia is providing greater flexibility and more options for how customers can implement the technology to support their operations.

Nexidia Discover, one of the offerings in the Enterprise Speech Intelligence suite, provides automated topic and trend identification to support rapid and “hands-free” understanding of the common themes that are occurring in the contact center.

Also, with Nexidia Search, ad-hoc search for spoken topics across any amount of recorded content is possible.

Nexidia Capture taps directly into either traditional or VoIP networks to capture and record phone calls and meta-data, bypassing the need for legacy recording equipment.

In addition, Nexidia Analyze provides scalable call categorisation, root cause analysis, first call resolution (FCR), and in-depth reporting and analysis of call trends including talk time vs. non-talk time, analysis of means, and other advanced reporting capabilities.Finally, Nexidia Evaluate uses the analysis and intelligence gained from Nexidia Analyze to track quality and manage performance across contact centre sites, teams and even individual agents.