Nexidia Introduces Managed Analytic Services
Nexidia, a provider of audio search and speech analytics solutions, today announced the launch of Nexidia Managed Analytic Services, a new professional services program designed to help customers get the maximum benefit from their speech analytics implementations.
Managed Analytic Services teams consist of contact center professionals who have expertise in defining business objectives and providing speech analytics that deliver the intelligence needed to monitor and improve contact center operations. Companies get a dedicated team consisting of a client service director, a senior business analyst and two additional business analysts who work closely with them throughout an engagement. Borrowing from the AGILE method that has become popular with software development organizations, each team meets frequently with the customer and maps out two-week “sprints” where they prioritize objectives, organize and analyze audio, build a business case, and share the results with the customer, along with recommendations for next steps. The teams can quickly modify programs as needed, based on any situation that may arise within an operation. Customers have the flexibility to continually monitor and change their speech analytics direction however necessary.
Additionally, Nexidia has developed a library of common analytics offerings to handle such issues as improving first call resolution, managing sales effectiveness, and increasing customer satisfaction. While these are some of the more common requests for speech analytics, custom analytics offerings are also available.
“Speech analytics is an important part of a company’s overall suite of business intelligence applications,” said John Willcutts, president and CEO of Nexidia.“No other speech analytics provider has the depth and breadth of experience that we do in translating speech analytics into meaningful business results. And no other provider is offering these managed analytic services in a way that helps companies realize their full potential. This is all part of how we deliver a real return on a speech analytics investment.”