RICHMOND, LONDON UK - 23rd March, 2009 - Nexidia, the leading provider of audio search and speech analytics solutions, announced today that Ventura, one of the UK's leading outsourcing specialists, has signed an enterprise license agreement to deploy Nexidia's Enterprise Speech Intelligence (ESI) application to drive improvements in service and quality in its call centre solutions.
Ventura's clients include some of the largest global blue chip and UK government organisations. Thus, delivering the highest level of service and driving improved value for money is of paramount importance in ensuring high levels of customer satisfaction. Being able to offer a robust and credible speech analytics solution is central to this and it was Nexidia's ability to handle huge call volumes and deliver accurate meaningful analyses in very short timeframes that proved decisive for Ventura.
By participating in Nexidia's low-risk Proof of Concept and QuickStart programmes, Ventura has already realised substantial operational benefits. Through this test pilot phase, Ventura was able to analyse over 590,000 calls that encompassed more than 50,000 hours of audio. During this engagement, they were able to quantify targeted savings in average call handling time (AHT), drive down repeat callers, identify and remove problem processes, drive additional revenue and build satisfaction through value added services. The very significant ROI identified enabled the company to validate the final business case and full roll out program prior to any significant hardware and infrastructure investment.
"The Proof of Concept and QuickStart Programmes enabled us to concentrate on key areas of the business to gain maximum insight," said Neil Conway, Head of Operations Ventura. "We have already seen a reduction in our AHT, identified specific training needs for advisors with high handle times, and identified high non-speech areas that are currently being addressed. Additionally, we've increased our cross selling of a particular product by over 50% in only five months. With Nexidia's speech analytics we now have a solution that can tell us exactly what is happening at the point of interaction with the client without having to listen to hundreds of hours of audio. In fact, we have quantified that it would have taken us 11 man years to analyse the same volume of calls that Nexidia did in the four month pilot."
Nexidia ESI 7.0 is a uniquely scalable solution that offers the fastest results and lowest total cost of ownership of any speech analytics software. By summarising and consolidating large volumes of data in a visually intuitive format, executives and contact centre managers can gain high-level snapshots of call drivers as well as related customer-agent behaviours. They can also drill down for deeper investigation and root cause analysis. Nexidia's patented phonetic indexing engine allows customers to process well over 20,000 hours of audio per day in a single system. And with extensive language support, broad call recording platform integration and flexible deployment options ESI can be deployed in virtually any environment with ease.
Nexidia were introduced into Ventura through their managed service partner Business Systems (UK) Ltd, who provides call recording and systems integration expertise. "Being able to extract data from virtually any call recording environment was one of the key factors in our choice of ESI as a speech analytics solution and Nexidia as a partner," said Richard Mill, Managing Director, Business Systems (UK) Ltd. "As a Systems Integrator we strive to provide strong professional services to all our customers no matter what prescriptive solutions are incumbent. With Nexidia we feel confident that they will not only meet Ventura's multiple client needs, but will become invaluable to us as we strive to provide the highest quality of service and capture greater market share."
"The success of the Ventura project to date and their enthusiasm for further roll out across the organisation is evidence of Nexidia's low risk approach to speech analytics implementation," adds Jonathan Wax, Vice President EMEA Nexidia. "The ability to identify and prove business benefits in a targeted QuickStart engagement, prior to costly hardware purchase, seems a very sensible approach."
About Nexidia
Nexidia is the audio and video search company with patented technologies and breakthrough applications that enable customers to quickly gain new insight, build competitive advantage and realize the amazing possibilities now discoverable in audio and video content from call centres, media outlets, government intelligence and legal discovery. For more information, please visit www.nexidia.com.
About Ventura
Ventura has grown over the last 40 years to become one of the UK's leading outsourcers. With blue chip and government partners, including O2, Orange, Sky, BMI, RBS and DWP, Ventura employs over 8,000 people in its 8 sites in the UK and offshore, all dedicated to making a difference to its client operations. Delivering a breadth of cost effective, flexible and efficient outsourcing solutions Ventura provides the service, expertise and business excellence that customers demand. For more information, please visit www.ventura.co.uk
About Business Systems (UK) Ltd
Business Systems is the UK's largest independent provider of market leading call, screen and VoIP recording solutions. The company offers unbiased advice on the ‘best fit' solution from industry leading manufacturers accompanied by fully project managed implementation, consultancy and maintenance services. Professional services include assistance in implementing quality monitoring and advanced analytics programmes or enhancing existing ones whilst setting up measurable objectives to ensure a speedy return on investment. www.businesssystemsuk.co.uk
###
UK Nexidia Contact:
Ann Braham
Future Business Intelligence Ltd
01558 668 582
07967 582 745
ann@futurebusinessint.co.uk
annbraham@btconnect.com
US Nexidia Contact:
Renee Maler
Philosophy PR + Marketing
925.968.9495
renee@philosophypr.com
© 2008 Nexidia, Incorporated. All Rights Reserved. | Legal Notice | Privacy Policy | Contact Us