Call Center Customer Interaction Management is Affordable with Nexidia

There is no doubt that analysis of customer interactions helps enhance the companies’ understanding of the customer experience. In the past, prohibitive price range stopped majority of the contact centers from adopting customer interaction and speech analytics solutions.

In order to make these solutions more accessible for a larger number of contact centers, Nexidia (News - Alert), a leading provider of customer interaction analytics solutions for business transformation has come up with Analytics OnDemand program. Under the program, the company offers a robust, secure interaction analytics solution at a competitive price.

With Analytics OnDemand program, contact centers will be equipped with hosted interaction analytics solution that is not only affordable, but scalable, and easy to implement. The program is expected to enable contact centers to revolutionize their business process improvement and performance management, according to a press release.

“There is a growing demand for companies of all sizes to analyze customer interactions for a better understanding of the customer experience. In order to make Voice of Customer initiatives mainstream, there needs to be fast and affordable ways for companies to get started. Hosted solutions accomplish this with quicker implementations and a lower cost of entry,” Research Director for Gartner Jim Davies (News - Alert) explained in a statement.

Nexidia analyzes 100 percent of customer phone calls, emails, chats or surveys, identifying critical areas for improvement that are used to enact change in business processes and agent performance. The advantage of a hosted analytics solution is that it provides quicker implementations, lower total cost of ownership and a faster return on investment when compared to traditional on-premise deployments.

“We’ve selected Nexidia as our partner to drive improved member experience,” said Betsy Lee, senior vice president of Contact Center Operations, AAA Club Partners. “The Nexidia Analytics OnDemand program provides the best analytics solution available, at a cost effective, quick and easy way for us to begin analyzing our member interactions.”

Currently many companies are making investments in customer interaction solutions in a phased manner. As a common practice, more and more companies are implementing the solution in one part of their organization first, and they are expanding their analysis to the other parts of the enterprise only after the initial pilot is successful.

Nexidia’s Analytics OnDemand program supports this policy of phased implementation. The new Analytics OnDemand program ensures a low cost of entry in order for companies to prove their business case before making a more significant investment, Nexidia explained in the release.

Startup costs begin at $20,000, which includes setup in a secure hosted environment and data extraction of interactions. The cost of ongoing monthly service starts at $50 per agent per month, with a minimum $5,000 per month, for a one-year contract. This amounts to ongoing annual cost starting at $60,000, with the flexibility to increase or decrease volume as business needs change.

Also included in the program is Nexidia online, instructor-led training to ensure that companies can easily get up to speed with Interaction Analytics.

“With the announcement of Analytics OnDemand, Nexidia addresses three important industry needs,” chief analyst at Saddletree Research Paul Stockford noted in a statement.

“First, Nexidia has appreciably reduced the cost of implementing interaction analytics in the contact center, making it affordable for the underserved small-to-medium sized enterprise. Second, the speed of implementation of Nexidia Analytics OnDemand will translate to a rapid return on investment for contact centers of all sizes. Third, providing a secure hosted environment negates lingering concerns over the safety of customer data. The combined impact of these three attributes has the potential to significantly impact interaction analytics and the contact center industry in the future,” Stockford explained.