ATLANTA--(BUSINESS WIRE)--FROM THE SPEECHTEK 2011 CONFERENCE AND EXHIBITION, BOOTH #222 – Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced significant enhancements in the latest version of its Enterprise Speech Intelligence (ESI) product suite. This new release – version 9.0 – provides major increases in system scalability and includes new features that allow supervisors to better monitor and evaluate contact center agent performance.
The solution will be demonstrated August 9th and 10th in Booth #222 during the SpeechTEK 2011 Conference and Exhibition in New York City, and will be generally available to new and current customers in late August.
Nexidia ESI is used by many of the largest companies in the world to analyze contact center interactions and provide the intelligence they need to determine which issues drive customer calls, uncover root causes of customer issues, and improve agent performance. The suite also enables contact centers to tackle other key business objectives, including improving average handle time and first call resolution rates; tracking outsourcer effectiveness; improving business processes; and increasing market intelligence.
Companies understand the economic returns they can achieve by tapping into this significant source of customer intelligence, and many are moving to capture up to 100% of these interactions to capitalize on this. With ESI 9.0, Nexidia has more than doubled its system scalability, which allows even the largest contact center operators to realize the lowest total cost of ownership and fastest return on investment for their speech analytics implementations.
ESI 9.0 also introduces significant enhancements to Nexidia Evaluate, which is used to track and monitor agent performance across the site, team and agent levels. Nexidia Evaluate has earned accolades for its ability to apply speech analytics across 100% of an agent’s interactions so that evaluations reflect an agent’s full performance rather than that found in just a few randomly sampled calls. New in this release, Nexidia Evaluate now includes a fully integrated Evaluation Scorecard system so contact centers can apply the Nexidia analytics directly into their agent performance management processes. This improves quality monitoring by allowing supervisors to target coaching on key elements requiring their attention.
The Evaluation Scorecards feature improves the evaluation, coaching, and auditing processes by providing:
- The ability to automatically evaluate 100% of agent calls against defined performance standards and intelligently select calls that should be individually evaluated to improve performance.
- Evaluation templates that can be customized and can include category weighting, an array of question types and question responses that can branch to other questions or categories.
- Agent coaching support, allowing notes and required follow-up actions with corresponding due dates for the agent to be recorded.
- Quality management of evaluators through auditing and calibrations. Evaluators have the ability to appeal audit results if they believe an error has occurred.
- A wide variety of reports, including appeals, audits, calibrations, evaluations per agent, evaluator activity, and scores by agent, and be filtered by date, template, site, supervisor, and other parameters.
“Speech analytics is a critical component of a truly effective performance management process,” said John Willcutts, Nexidia’s president and chief executive officer. “With the increased scalability and performance management features in ESI 9.0, contact centers now have even more robust tools to monitor agent performance and create superior customer experiences.”
Speech Technology magazine named Nexidia the 2011 Market Winner in Speech Analytics, marking the fifth consecutive year the company has earned this recognition. The award will be presented during the SpeechTEK 2011 event.
About Nexidia
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 http://www.nexidia.com.