Speech analytics does three things. It gets to the relevant calls much more quickly. It gives you clear trends that you can monitor very closely, either at an aggregate level or an advisor level. And it gives you a volume of evidence that you can use to really encourage the personal [agent] you're supporting."
Dave Edmonds
Project Manager


Nexidia Knowledge

On this resources page you will find an extensive collection of materials to help you understand more about Nexidia’s solutions for interaction analytics. If you are having trouble finding what you are looking for, or would like to speak to a Nexidia representative, please contact us.

  • Analytics Transforms Customer Interactions Analytics Transforms Customer Interactions:

    Ventana Research provides their perspective on how analytics transforms customer interactions, why these insights improve the overall customer experience and the benefits behind implementing an accessible, modern solution to accelerate the analytic process and gain a comprehensive view of customer speech and text data.

  • ACMG Ovum Case Study ACMG, Ovum Case Study:

    Atlantic Coast Media Group (ACMG) markets personal care and beauty product brands. It has been growing rapidly in recent years and has aimed to use technology to ensure that its agents are consistent from one interaction to another. Using Nexidia Interaction Analytics has allowed ACMG to measure and report on activity across multiple call center sites and provide better, faster feedback to its outsourcing parners.

  • Ovum Case Study: Nexidia and a Global Financial Services Provider Ovum Case Study: Nexidia and a Global Financial Services Provider:

    A global financial services firm provides an example of how operational departments can use increasingly sophisticated analytics to quantify the outcomes of different kinds of interactions across channels, and optimize the service process. It found that speech analytics provides both a mechanism for understanding the motivations behind customer behavior, and tools for affecting that behavior in positive ways.

  • Frost  Sullivan Case Study - TalkTalk Frost & Sullivan Case Study - TalkTalk:

    Discover how TalkTalk is merging customer behavioral data collected from contact center interactions with its transactional and demographic data to be able to develop a “complete 360-degree view of the customer”.  Through the use of interaction analytics, they were able to analyze these combined data sources and have more robust information available to apply towards their business goals. This resulted in dramatically improved customer experience and retention, agent training, compliance, and marketing effectiveness, among others.

  • Frost  Sullivan Case Study:  Nexidia and Blue Cross and Blue Shield of North Carolina Frost & Sullivan Case Study: Nexidia and Blue Cross and Blue Shield of North Carolina:

    Voice of the Customer (VoC) Analytics to Increase Clarity and Ease of Use for Customers:  This case study illustrates how Blue Cross and Blue Shield of North Carolina’s VoC program has enabled the company to identify and prioritize key challenges, cascade and coordinate insights across the enterprise, and capitalize on untapped value-creating opportunities.

  • TalkTalk Case Study TalkTalk Case Study:

    Discover how TalkTalk is using speech analytics to ensure sales consistency across 278 agents in three outsourced partners, both on-shore and off-shore.

  • APEX Credit Management Video Testimonial APEX Credit Management Video Testimonial:

    Steve Mound and Richard Furlong discuss how APEX uses speech analytics to provide a competitive advantage in the UK debt collection market.

  • APEX Case Study APEX Case Study:

    A UK credit management company improves agent peformance and collections with speech analytics.

  • EarthLink Video Testimonial EarthLink Video Testimonial:

    John Bowden, Sr. VP of Customer Operations at EarthLink, discusses their use of Nexidia to manage quality at multiple outsourced call centers and the significant cost reductions they have realized.

  • EarthLink Case Study EarthLink Case Study:

    Speech analytics helps improve contact center process and quality.

  • BlueCross BlueShield of Tennessee Case Study BlueCross BlueShield of Tennessee Case Study:

    BCBST's BlueCard program records over $1 million in ROI during a successful Nexidia QuickStart program.

  • Plaza Associates Video Testimonial Plaza Associates Video Testimonial:

    Mike Petrone and Jeff Stroum of Plaza Associates discuss how Nexidia ensures compliance and improves collector performance.

  • Ventura Video Testimonial Ventura Video Testimonial:

    Andy McKenzie, Head of IT at Ventura, speaks about the outsourcing company's use of Nexidia, enabling them to deliver excellent customer service at a very competitive value.

  • Ventura Case Study Ventura Case Study:

    A UK outsourcing company helps customers balance efficiency and customer service with analytics.

  • Blue Cross NEPA Case Study Blue Cross NEPA Case Study:

    A health insurance company turns to analytics in search of the reason behind sky-high call volumes.

  • Reducing Risk in the Contact Center with Analytics:

    Regulatory scrutiny and oversight have never been more intense than they are now. Listen as regulatory and industry leaders discuss how top companies are implementing internal controls to proactively manage compliance. We discuss how organizations can monitor, analyze and resolve compliance risks and concerns at the earliest opportunity – potentially reducing loss of customers, or even avoiding regulatory fines.

  • Unlocking the Value of Data by Combining Speech and Predictive Analytics:

    Hear how Comcast, a leading communications company, successfully progressed from simply capturing interactions to identify their customers’ issues to combining interactions with additional data through post call analytics. They are now beginning to successfully unlock the data’s true potential through predictive analytics to help them realize the best possible business outcomes.

  • Maximizing the Use and Value of Speech Generated Data: First Findings to Root Cause Analysis :

    In order to maximize the insight you receive from interaction analytics, it's important to understand the types of technology advancements in speech analytics, how to leverage the differences between early discovery and root cause analysis, along with the journey of putting this information into action. This webinar will outline the differences between early discovery and root cause analysis, and offer insights on how two companies uncovered business issues and successfully implemented both analytic phases to transform their business.

  • Using Data Driven Analytics to Unite Companies with their Customers:

    Companies have long relied on traditional data sources such CRM, ACD or billing systems to give them information about their customers, agents and the transactions they generate. But forward thinking organizations, such as Verizon, have come to realize that having a better understanding of their customers’ experience leads to a better relationship with their customers. Most companies discover that all of the information about their customers’ experience is sitting closely within reach, but it's buried inside of thousands of captured customer interactions and it isn’t easy to extract and organize this data. But it is crucial to do so because it is this data that’s the missing piece of the puzzle. In this webinar you will learn how to uncover, organize and qualify the behavioral events occurring in your customer interactions, as well as their association to demographic and transactional data in order to draw correlations, discover trends and uncover root cause, helping you understand their impact on your customers' experience. Also hear how Verizon's analysis of customer interactions allows them to become more customer centric.

  • What You Really Need to Know about Real-time Analytics:

    Real-time is a hot topic in the speech analytics world and combining post-call analytics with real-time monitoring and alerting adds up to exceptional business value. In this webinar Larry Skowronek of Nexidia shares the business differences in post-call and real-time analytics and why having both is important.  Bob Moore of Aspect shares examples of how companies can integrate real-time with other components of their contact center solution to derive added business value. 

  • Best Practices for Extracting Data for a Successful Speech Analytics Implementation:

    Speech analytics is a powerful tool for tapping into the business intelligence in your customer interactions.  But first you have to get to the data, and that can be tricky.  In this webinar we showcase examples of companies who overcame unique challenges when extracting data to implement their interaction analytics solution. You’ll learn how they accommodated a number of complex issues like incorporating multiple data sources, metadata field and data types.  You'll also learn the types of data you should be extracting, how to avoid the fight for control of your audio, ways to keep it secure, and gain a deeper understanding of how metadata enhances your analysis.

  • Best Practices in Performance and Quality Management:

    In this webinar Nexidia team up with Call Centre Helper and Echo Managed Services to share best practices that have come out of many hundreds of hours of effort, conducted as part of the P&Q (Performance and Quality) challenge. The P&Q Challenge is an ongoing initiative to get everyone in the contact centre industry to collectively invent the next generation of operational practice in Performance Management and Quality Monitoring. The research and insight that has been generated so far is now being fed back through this webinar, so everyone can learn and get value from being involved.

    Topics to be discussed:

    Latest research on Performance and Quality Monitoring, What should a future performance management system look like?, Best practices in Quality Measurement, Getting agents bought into Quality, Best ways to score agents, Building customer feedback into the process, Self-management and peer review, Helping team leaders to provide coaching, Building a highly transparent and calibrated process, Interaction analytics, Top tips from the audience, Interactive questions and answers.

  • Executive Briefing On Speech Analytics:

    In this webinar we explore how speech analytics is transforming the work of contact centre quality monitoring, customer service, compliance and even debt collection. So how can you find out what speech analytics works and how it may benefit your business?

    Speech analytics has made a dramatic change to the way that contact centres operate.  It has moved from ‘early adopter’ technology into the mainstream.



    •Introductions – Jonty Pearce, Call Centre Helper

    •An overview of Speech Analytics – Jonathan Wax, VP EMEA, Nexidia

    •How we use Analytics – Chris Barkataki, Strategy & Analytics Manager, Experian

  • Nexidia’s Performance Management in Action!:

    It can often be difficult to tell one quality management solution from another these days.  The terminology can be similar and you’ll hear a lot of conversation about improving coaching, finding relevant calls, and ensuring that you’re addressing specific performance milestones.  And indeed, these are fundamental components of conducting performance management using interaction analytics. 

    However, for an organization to truly make a fundamental shift, and move the needle on all of their agents versus just a few, they need to be able to perform metrics-based management.  In this demonstration based forum, Nexidia will explain what this means and describe why it’s important, and you’ll have the opportunity to see how Nexidia’s solution stands apart and offers a truly unique approach. We’ll also demonstrate how our metric-based solution starts at the enterprise level and applies all the way down to the agent level.

  • How Interaction Analytics Makes Customer Care the Enterprise’s MVP:

    Today’s forward thinking companies, like Time Warner Cable, find themselves uniquely positioned. Using Interaction Analtyics, they have the opportunity to elevate the customer care center to MVP status in their organization by providing insight into nearly every facet of the business. In this webinar, you'll hear Keith Dawson of Ovum discuss how Interaction Analytics breaks down silos and provides a holistic view of the customer experience. Rudy Flores of Time Warner Cable shares how his company uses Interaction Analytics to solve key business challenges and find value both inside and outside the contact center.

  • 6 Ways to Improve Quality Monitoring & Performance Management:

    Performance management and quality monitoring are both key to driving up customer satisfaction levels. But how can you improve them in a way that both raises customer satisfaction and keeps agents happy? This webinar discusses these issues, as well as provides practical solutions about how they can be solved. 

  • Multichannel Performance Management - Making Every Interaction Count:

    So you’ve made the jump from traditional quality monitoring to incorporating speech analytics into your performance management program. However, more and more interactions are taking place with your agents via other channels, such as email and chat. It’s time to add text analytics for a complete picture of your agent and customer interactions.

  • Customer Interaction Analytics - A Starting Point For Change:

    Customer Interaction Analytics allows organizations to analyze every phone call, chat, email and tweet and translate this data into a total picture of the ‘Voice of the Customer'. This allows companies to quickly discover the customer issues that are impacting their business, provide in-depth analysis to find best actions to take, and make fast business decisions that reflect the changes really desired by customers.

  • Vonage Leverages Speech Analytics Inside The Contact Center:

    Vonage experienced success with speech analytics in several areas, including agent training, quality monitoring, sales effectiveness and new product promotions.  Mike Trotter, Vice President of Customer Experience, describes how Vonage has leveraged speech analytics to improve overall contact center operations and deliver marketing intelligence.

  • Successfully Structuring Interaction Analytics within an Organization:

    This podcast features a real-life example of how governance can make speech analytics implementations a success.  Matt Bird, the Quality and Compliance Director from TalkTalk, discusses why they turned to interaction analytics to revolutionize their quality process after struggling with a reliance on purely traditional methods in the past. He goes on to share how his organization prioritizes the efforts of their interaction analytics efforts to ensure each project has maximum impact across the organization. He also offers best practices for translating findings into actions and  discusses the value he’s received by sharing results and having buy-in from stakeholders.

  • Talking with Time Warner Cable: John Bowden Shares His Insights on Interaction Analytics:

    John Bowden, a member of the leadership team who designs and manages care interactions, speaks to Paul Stockford of Saddletree Research about how Time Warner Cable is gaining valuable insight into the customer experience by using Interaction Analytics. Bowden shares how his customer care center serves as a partner for the rest of the organization. Interaction Analytics allows various areas within TWC such as marketing to better understand what’s causing customers to call, so they can better understand how to serve them. The result has been a better experience and improved satisfaction. Hear him discuss how they’ve achieved these results.

  • Blue Cross and Blue Shield of North Carolina Discusses the Benefits of Having a Vertically Aligned Interaction Analytics Managed Services Team:

    Nicole Gassaway, Senior Product Developer of Customer Experience with Blue Cross and Blue Shield of North Carolina, discusses how her organization found value in having an interaction analytics vendor with a managed services team that had extensive healthcare experience.  She explains how their knowledge of health insurance lingo proved invaluable in having a team quickly up to speed and yielding a rapid time to insight.  She also totes the credibility that the team was able to create for their findings by relying on past experience with similar plans and how they were able to leverage their industry knowledge to anticipate the evolution of the analysis.

  • Cardinal Health Shares How Interaction Analytics Enhances Performance Management:

    Cardinal Health’s Maria Feay, Director of Quality and Learning, shares how they’re using Interaction Analytics to improve the task of contact center agent performance management, based on the success they’ve achieved through its implementation in other areas of the organization. With the introduction of Interaction Analytics into its contact center, Cardinal Health is able to take use specific calls for goal setting and coaching and use empirical data points to identify outliers within its performance hierarchy.

  • Best Practices for Vendor Selection: Advice for Finding the Right Analytics Solution:

    Terry Walls, Senior Principal at Accenture, offers his insight into what to look for when selecting a speech or interaction analytics solution.  He shares the advice he gives his customers when they’re comparing vendors and explains what to look for to ensure the solution that’s chosen will meet your needs.  Walls explains the importance of conducting a proof of concept and outlines the parameters he recommends for conducting this important step in the evaluation process.  Your interaction analytics vendor needs to be a mix of the right technology with the right expertise. Knowing what to look for to find that ideal combination is the key to finding the optimal solution for your company. 

  • Real-Time Analytics: Redefining Contact Center Efficiency:

    According to Saddletree Research, real-time analytics is one of the top 5 mega-trends that will impact the contact center industry in 2013. In this podcast, Paul Stockford of Saddletree Research and Larry Skowronek of Nexidia discuss the factors that are driving the demand for real-time analytics in the contact center. 

    Specifically, the benefits received by the collections and communications industries are discussed. In addition, Larry offers his views on the importance of utilizing post call analysis to maximize the value of the information that can be conveyed during an interaction using real-time monitoring and alerting.

  • Is Dictionary Dependence Really A Big Deal? Find Out from People Who Know:

    There are two approaches to speech analytics.  One done through speech to text, and one done through phonetic indexing.  Using speech to text, audio files are converted into a transcript, which is used for search and analysis.  The trick is, for a word or phrase to end up in the transcript, it must be entered into a pre-created dictionary.  Speech to text vendors tell yout he words you want for analysis are almost always in the dictionary and their dependence on a lexicon doesn't matter.  But is this true?  This podcast asks actual users of speech analytics to describe scenarios where they've needed to conduct searches for phrases that weren't in the dictionary.  Their answers may surprise you.