Nexidia Launches Customer-Driven Center of Excellence

Nexidia today launched the “Center of Excellence” Program, a partnership with key customers to showcase speech analytics best practices and promote the strategic and economic value the application brings to contact center and business operations. The program will initially include a select group of cross-industry customers—including EarthLink, BlueCross BlueShield of Tennessee, and InterContinental Hotels Group (IHG)—who have demonstrated strong leadership in advancing the use of speech analytics in their respective enterprises.

Each of these Nexidia customers brings a unique perspective on the use of speech analytics in their operations. EarthLink leverages multiple call center partners in over ten cities on three continents. They turned to Nexidia’s Enterprise Speech Intelligence (ESI) solution to ensure global consistency by better managing data and metrics across their partner network and driving improvements at both the enterprise and agent level.

BlueCross BlueShield of Tennessee, like many in their industry, wanted to gain greater understanding of their call drivers to respond to growing call volume and enhance member experience. Through Nexidia’s QuickStart OnDemand program, the 90-day pilot project was able to identify significant cost saving opportunities, which led to a licensed deployment of ESI across their enterprise.

InterContinental Hotels Group, the world’s largest hotel company by number of rooms, has more than 600,000 rooms in more than 4,100 hotels across nearly 100 countries, and its call centers receive more than 33 million calls a year, relying heavily on agents to drive guest service, reservations, and company revenues.  As such, it needed a solution that could effortlessly scale up to analyze such a large volume of calls to identify key areas of agent and process improvement opportunities.

Although the specifics of each Center of Excellence customer differ, they share at least one common attribute. They all participated in Nexidia’s Proof of Concept and QuickStart OnDemand program, which allow customers to implement speech analytics with minimal cost and risk and work closely with Nexidia’s professional services staff to get immediate validation of their potential return on investment.  

Beyond the QuickStart program, customers may choose to license and install the software on-site, as EarthLink and BlueCross BlueShield of Tennessee have done, or to take IHG’s path and remain with Nexidia’s OnDemand hosted solution for a long-term engagement. Either way, Nexidia’s team works closely with each customer to continually monitor and enhance the strategic value of their speech analytics implementations.

In partnership with Center of Excellence customers, Nexidia will share best practices and related thought leadership on speech analytics based on the real-world successes these customers have achieved. The program will include a dedicated section on the Nexidia Web site, providing case studies and other details of how these enterprises leveraged Nexidia’s technology—and the knowledge and expertise of Nexidia’s professional services team—to build competitive advantage and realize strong value from speech analytics.

“Customers in our Center of Excellence are at the forefront of speech analytics,” sais John Willcutts, president and CEO of Nexidia Inc. “Although each of them faces a unique set of industry and company-specific challenges, what binds them together is their understanding of the value that can be unlocked through speech analytics, and more importantly, their success in communicating the vision and driving adoption throughout their organizations. With the Center of Excellence, we look forward to sharing that knowledge and experience and driving a greater understanding of the strategic benefits provided by these solutions.”