Nexidia Releases ESI 8.0

Nexidia today released Nexidia Enterprise Speech Intelligence (ESI) 8.0, the latest version of its contact center analytics software.

The offering features new first call resolution (FCR) analysis tools that are fully integrated into existing customer transaction data and leverage Nexidia’s speech analytics to provide insight into metrics impacting operations costs and customer experience.

The company says the insights provided by these metrics are key to improving operational efficiency, decreasing churn, and boosting customer loyalty.

ESI 8.0 integrates traditional contact center data with speech analytics and offers a more complete view of FCR performance by providing insight into drivers behind specific customer calls, thus allowing organizations to recognize the causes of repeat calls and make improvements.

“With 8.0, we’re fundamentally changing the way we identify repeat calls,” says Jeff Schlueter, vice president of marketing and business development. “Instead of using analytics to identify the repeat calls, we’re actually relying on those existing [resources] that are already tracking that.”

Schlueter notes that for a long time, Nexidia has been importing data from call recordings, but with 8.0, the company has “come up with a new way to model that information to actually identify the repeat calls in a call series, typically by customer ID.”

He adds: “Instead of having to use speech analytics to identify the repeat calls, we actually are assembling all the calls from a customer, within a given time period, making those the basis of repeat calls and then doing speech analytics with there.”

Some of the key features in Nexidia ESI 8.0 include:

• enhanced FCR analysis that provides added flexibility to identify repeat call patterns by call type, drill down to call history, identify top level drivers of repeat callers, and review the recorded customer experiences for the entire call series;
• expanded scalability that enables a single server to process more than 20,000 hours of audio per day and integrate multiple servers together to provide additional capacity; and
• speaker-separated analysis that allows for the analysis of calls by individual speaker. 

According to Schlueter, many of Nexidia’s competitors do not address FCR this way, making the  release unique within the analytics space.

“Instead of doing a content-based approach to recognizing repeat calls and analyzing from there, we’re actually identifying the repeat calls and putting them into a series that allows the call center operator to drill more effectively in and understand what is driving the repeat behavior,” he says.

Schlueter says the solution has been used by some customers in beta testing and that the reaction has been very positive.

“We’re changing the way you can really identify and quantify the why of what’s going on in repeat calls,” Schlueter says. “The key point that we’ve noticed is that, while you might be able to get a decent metric on the percentage of calls that are being handled in first call resolution from those performance dashboards, this is really the best and most quantifiable way to drill into those calls that are repeat calls and get the best possible [understanding]  of the drivers.”

“We did not set out to create a new measurement of FCR,” he adds. “We’re trying to help customers develop a better, more flexible way to identify those different types of repeated call series and then drill in and understand, through speech analytics, what are the drivers, so that they can make the appropriate business [decisions].”