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Nexidia and The Professional Planning Forum Form Strategic Alliance to Promote New Approaches to Performance and Quality in Customer Contact

Mon, 29 Apr 2013 00:00:00 GMT

LONDON, UK - April 29, 2013 - As a first fruit of this alliance, Nexidia and the Planning Forum will come together to provide a series of six, one-day interactive training workshops. These will remain system independent in approach, providing essential insight into how an interaction analytics solution can deliver tangible business benefit and the steps that are needed to achieve this goal. Workshop participants will gain hands-on experience with a new interactive training system provided by Nexidia.

Uniquely, practitioners have the opportunity to attend these training courses free of charge as a benefit of the new alliance. To book a place for you and up to two colleagues, or to find out more please visit our website.

“Analytics is a technology that can fundamentally change how contact centres work. It is possible to do things we couldn’t do before, but to do them we have to focus on how we apply the technology,” explains Paul Smedley, Chair and Founder of the Professional Planning Forum. “That’s why independent education is so important. It helps our members understand how the business can use technology and what they have to do to get the maximum benefit. We are delighted to work with Nexidia to promote a tangible transformation in customer experience”.

Jonathan Wax, Vice President EMEA, Nexidia corroborates, “We are overjoyed to be working with the Professional Planning Forum in this series of valuable training workshops aimed to educate organisations on how interaction analytics can help a business gain valuable insight that they never thought possible. It is essential to educate the market on best practice and guide organisations on how to take full advantage of the resources available. This is an exciting time for the market as we move into a next generation way of thinking.

The Planning Forum are also working closely with the industry-wide Performance & Quality best practice campaign, which aims to bring next generation thinking into the workplace. Supported and sponsored by Nexidia, this campaign, spearheaded by Martin Hill Wilson, CEO of Brainfood Consulting, has already generated a volume of rich content and experiences. Results from a first stage of research reveal that less than half of contact centre leaders believe that current approaches to conducting performance and quality in their organisations is an effective way of capturing performance insights.

The next natural stage in this campaign is the P&Q Challenge, using a strategic framework that has been developed with the Professional Planning Forum, to help strengthen performance and quality across an entire organisation. Martin will be presenting this work at the Planning Forum’s annual conference next week, and jointly hosting a workshop, sponsored by Nexidia, to engage Planning Forum members in the new challenge.

By joining forces with the well-established training programmes in the Professional Planning Forum, the two organisations are looking to provide a rich stream of support for best practice in performance, quality and analytics. Nexidia will be Gold Sponsors of the National Best Practice Seminar in Manchester on November 19th 2013.

Nexidia, long term educators of customer interaction analytics, works with some of the world’s largest contact centres to develop and deliver comprehensive video and audio search platforms. Innovation is at the center of the systems that Nexidia develops and our impetus is to drive forward the value of the contact centre as a strategic asset. The ability to capture multi-channel interactions, analyse the data and then use this valuable insight into the customer experience to develop business strategies to improve the performance of nearly every area of the organisation, is the heart of Nexidia. Interaction analytics, an intrinsic part of our DNA, puts executives and customer service leaders in touch with the frontline. This event showcases next generation thinking and reflects Nexidia’s commitment to continually innovate to support initiatives that drive the customer service arena forward.

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For further details contact:
Zaiba Mian, EMEA Marketing Manager
zmian@nexidia.com
Tel. 0208 973 2441

Frost Sullivan Study Highlights Blue Cross and Blue Shield of North Carolinas Use of Nexidia Interaction Analytics To Create DataDriven Customer Insight Program

Wed, 24 Apr 2013 00:00:00 GMT

ATLANTA, GA – April 24, 2013 – Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced a new Frost & Sullivan case study that highlights Blue Cross and Blue Shield of North Carolina’s use of Nexidia’s Interaction Analytics to dramatically improve their customer experience by integrating the Voice of the Customer (VOC) throughout the organization.

The recently published 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,” highlights how Blue Cross and Blue Shield of North Carolina (BCBSNC) has leveraged Nexidia’s Interaction Analytics to analyze customer interaction data in order to pinpoint and resolve key operational and service challenges. The study details how BCBSNC shifted to a statistical decision making model driven by empirical data, enabling management to rapidly investigate customer experience challenges as well as better prioritize and align resources.

According to Nancy Jamison, Principal Analyst, Customer Contact for Frost & Sullivan and author of the study: “Nexidia’s work with Blue Cross and Blue Shield of North Carolina is an excellent example illustrating the tangible value of formally integrating the voice of the customer into the fabric of the entire organization. The real key is to drive change across the organization, which benefits the customer in many more ways than just improving contact center performance.”

To adapt to dramatic changes in healthcare industry regulations, BCBSNC has undergone a shift from a business-to-business toward a business-to-consumer focus. Serving more than 3.6 million members, the company turned to Nexidia to help maintain its high member service ratings, as well as minimize operating costs while keeping up with rising call volume, service complexity, and customer expectations.

The case study details examples of how BCBSNC’s new Voice of the Customer program enabled root-cause analysis to uncover customer insights that were cascaded across the organization. This includes an example of how insights gained from Nexidia’s Interaction Analytics into BCBSNC’s critical, annual open enrollment period resulted in streamlined operations and a vastly improved customer experience.

“Because there is so much to do in healthcare today and because of the changes underway in the industry, you really want to invest in the consumer experience, but everyone is challenged with capacity and resources,” commented BCBSNC’s Director of Customer & Consumer Experience, Gretchen Gray. “I believe that unless you use this approach, I don’t know how you pick your priorities and focus. Speech analytics is one of the main tools we have that helps us say ‘here is where we can have the most impact’ and ‘here’s what I need to do better or differently to assist my customers’.”

“BCBSNC has discovered the tangible value of adopting and formalizing a data-driven approach to truly understand what their customers need and where they should be focusing their efforts as a company,” said Nexidia President and CEO John Willcutts. “Frost & Sullivan recognizes that innovative solutions such as Nexidia’s play a critical role in capturing those insights and driving customer experience and operational changes throughout the entire enterprise.”

To download your copy of this case study,” click here.

About Blue Cross and Blue Shield of North Carolina
Blue Cross and Blue Shield of North Carolina is a leader in delivering innovative health care products, services and information to more than 3.6 million members, including approximately 900,000 served on behalf of other Blue Plans. For 78 years, the company has served its customers by offering health insurance at a competitive price and has served the people of North Carolina through support of community organizations, programs and events that promote good health. Blue Cross and Blue Shield of North Carolina was named one of the World’s Most Ethical Companies by Ethisphere Institute in 2012. Blue Cross and Blue Shield of North Carolina is an independent licensee of the Blue Cross and Blue Shield Association. Visit BCBSNC online at bcbsnc.com

About Nexidia
Nexidia provides customer interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit nexidia.com

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Nexidia Contact:
Renee Maler
Philosophy PR + Marketing
925.968.9495
renee@philosophypr.com

Nexidia Invited as a Presenting Sponsor of The Cable Center Customer Care Committee C5

Tue, 09 Apr 2013 00:00:00 GMT

ATLANTA, GA AND DENVER, CO – April 09, 2013 – Nexidia, a leading provider of customer interaction analytics solutions for business transformation, and The Cable Center, today announced that the company has been invited to become a presenting sponsor of The Cable Center’s Customer Care Committee (“C5”).

As a part of The Cable Center’s Customer Care programs, the C5 is comprised of 25 invited members who represent the top 11 cable operators in North America and Europe. The group meets in person twice a year, providing the industry’s senior customer experience management executives a forum to discuss common challenges, best practices, and the latest innovations impacting the customer experience.

Nexidia’s Senior Vice President of Strategic Consulting Services, Ryan Pellet, will be co-presenting to the committee with the Federal Trade Commission’s Litigation Support Manager, Chad Papenfuss, at the C5’s first meeting of the year. The presentation, entitled “Using Interaction Analytics to Actively Manage Compliance and Business Performance,” will highlight how the Federal Trade Commission (FTC) is leveraging Nexidia solutions to monitor and regulate compliance.

"As customer expectations and competition continue to rise, the cable industry has also continued to look for innovative practices and technologies to bolster the customer experience,” said The Cable Center’s Senior Vice President of Academic and Industry Outreach, Jana Henthorn. “The C5 members know that managing the customer experience presents many challenges, in large part due to the large volumes of interaction data that floods in each day. We’re looking forward to learning how the FTC and Nexidia have worked together to make sense of this data and discover opportunities for transforming it into tangible business value.”

Based on the real-world success of Nexidia’s Interaction Analytics, The Cable Center extended an invitation to Nexidia and the FTC to share their insights, best practices, and recommendations. Among the companies represented in the C5 are some of the largest players in the industry, including Time Warner Cable, Comcast, Cox Communications, Charter Communications, Bright House Networks, Rogers Communications, Suddenlink Communications, UPC Cablecom, and Virgin Media.

“We look forward to discussing how Interaction Analytics is used to find and solve specific issues such as compliance and churn mitigation,” commented Pellet. “Collectively, the cable industry sits atop extremely valuable data: its customer interactions. Our cable industry clients are tapping into this goldmine of unstructured data —in the form of phone, online, and social media interactions, among others— to uncover high-value, empirical answers.”

About Nexidia
Nexidia provides customer interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit http://www.nexidia.com.

About The Cable Center
Based in Denver, Colorado, The Cable Center is a nonprofit organization serving the cable telecommunications industry. The Cable Center is the home of the Cable Hall of Fame, recognizing individuals for their outstanding contributions to the industry, and of the Barco Library, the world’s largest collection of cable-related information and resources. Please visit www.cablecenter.org for more information.

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Nexidia Contact:
Renee Maler
Philosophy PR + Marketing
925.968.9495
renee@philosophypr.com

The Cable Center Contact:
Joanne Dant
The Cable Center
720-205-2454
jdant@cablecenter.org

SaaS Big Data and More Speech Analytics in the Contact Center

Tue, 19 Feb 2013 00:00:00 GMT

It was front page news in 2005 when it was revealed that the U.S. National Security Agency had secretly captured emails and recorded phone conversations, then used sophisticated software to conduct key word searches. That’s nothing compared to what many contact centers are doing, thanks to increasingly sophisticated speech analytics applications. At some centers, software is used to record and analyze every phone call, email, Web form, survey and social media contact.

This Call May be Monitored, Recorded and Analyzed

DMG Consulting reports there were only 25 traceable speech analytics implementations in 2004. Two years later there were 176,825 seats, and by last August the number had increased 11-fold to more than 1.9 million. The benefits of such solutions are not confined to the call center. DMG attributes the products as delivering "quantifiable … benefits to the entire enterprise, not just the contact center."

"Customer care executives realize that their value to the organization grows exponentially if they are able to organize and analyze the information stored within the customer interactions coming into their department and share it throughout the company," said Nexidia COO Jon Ezrine. “Tracking the customer journey and understanding their experience has an effect on everyone from senior level executives to marketing to product development and being able to harness the ‘voice of the customer’ [VoC] has impact far beyond just the call center.”

In addition to adding seats, speech analytics vendors continue to add functionality to their products. Here are some of the top speech analytics trends.

Big Data Driving Voice of the Customer (VoC) Initiatives

As companies start incorporating Big Data, they are increasingly turning to speech analytics to get a better understanding of customers. Most speech data is unstructured, and speech analytics can mine that data to help determine the sentiment of customers. Executives can then use the data to make changes to improve quality and boost customer loyalty, sales and revenue.

"For organizations focused on understanding customer behaviors, in addition to wants and needs, speech analytics helps identify the root cause of phone conversations – as well as deliver actionable results to the enterprise," says Daniel Ziv, vice president, Voice of the Customer Analytics at Verint. "For example, speech analytics can help identify the type of interactions that lead to customer frustrations, what makes them happy and the trigger that often transitions between the two states."

Switching to SaaS

Like other parts of IT, speech analytics is moving to a software-as-a-service (SaaS) platform. Aurix, CallMiner, Nexidia, Utopy, Verint and others all offer hosted services.

"Customer care executives are increasingly demanding hosted solutions because they want to see rapid return on investment by getting started quickly and avoiding the costs and time required to deploy the infrastructure of an onsite system," says Ezrine.

Analyze Everything

Due to technical restrictions, companies used to be limited to analyzing a random sample of customer calls. This approach would miss infrequent, but potentially disastrous, issues. Speech analytics software can now analyze data from hundreds of thousands or millions of calls, allowing contact centers to mine all of the calls they receive.

"In order for contact centers to understand the impact of a problem on their customers, it’s important to understand the frequency and severity with which it’s occurring," says Ezrine. "In addition, other common metrics such as first call resolution and agent performance are best measured and improved when comparing trends using 100 percent of audio versus a random sample."

Dictionary Independence

Creating a dictionary of search terms or a predetermined set of reports is great when the company knows exactly what information it needs. However, it won’t expose topics or problems that aren’t known.

"In order to ensure that audio can be searched at any time, for any word, speech analytics solutions need to be dictionary independent,” says Ezrine. "This trend is being driven by the desire to explore and test new hypotheses, as they arise, about issues uncovered in phone calls, or to compare results found in other channels with those found in the audio without the need to re-index or update a dictionary."

Analyzing Multi-Channel Interactions

Customers no longer just call in; they also text, tweet, email, Skype, chat and post on FaceBook and Yelp. Speech analytics software is expanding to take these other channels into account. It is also important to track a single customer’s interactions as they move between these channels in communicating with a company.

"VoC has become a key stakeholder across global enterprises, especially as social media is used more often as a platform by customers to elevate their thoughts, opinions and feedback on service experiences," says Ziv. "As a result, managing social media and the VoC plays a strategic role within these organizations."

Moving Outside the Contact Center

As the ability to provide real-time information on customers improves, this information becomes more valuable to those outside the contact center.

"Analytics ownership will not only reside in the contact center – it will be a key tool across the enterprise, breaking down silos and playing a role in sharing information across departments and channels," says Ziv. "Further, eventually, speech recognition and analytics will be used real-time during the actual customer interactions to guide customer service representatives to deliver high-value service."

In Part Two of this series, we will examine some of the main call center speech analytics products in more detail.

Drew Robb is a freelance writer specializing in technology and engineering. Currently living in California, he is originally from Scotland, where he received a degree in geology and geography from the University of Strathclyde. He is the author of Server Disk Management in a Windows Environment (CRC Press).

4 Ways Analytics Enhanced Gerber Lifes Call Center

Tue, 05 Feb 2013 00:00:00 GMT

Fremont, Mich.-based Gerber Life Insurance piloted an analytics platform from Atlanta-based Nexidia at about this time last year. Its goal was to glean insights that could improve the customer experience within the company's busy call center.

The pilot, which took place in several sprints, was successful enough to warrant a full on-premise deployment of the system, according to contact center VP Bob McDonald.

"We did nine different sprints for two weeks each working with them, and we took different areas we wanted to focus on as kind of a test run," McDonald says. "It gave us some valuable data to make changes."

Speech analytics are the major selling point of the Nexidia platform, McDonald says. For someone in his position, the ability to analyze each and every call lends credibility to the findings.

"Unlike manual efforts, like making 'tick marks' mid-call or listening to 200 phone calls, I can analyze 100% of my calls and not just a sample," he says. "It's clear and unbiased. It really got a lot of people across the co to believe in speech analytics where the data is understood and it's seen as relevant."

McDonald identified several impacts the speech analytics have had on the contact center's performance:

1. Reducing repeat callers. "Most of the reason people called us back was that we weren't setting the expectation for how long a call was going to take," McDonald says. "So we added some statements to our premium notices to help [elucidate how long a call would take]."

2. More useful interactive voice response (IVR). "People are now going into the IVR and being satisfied by it by eight more percentage points," McDonald explains. " We added prompts in our IVR to check status of loan payment or refund checks."

3. Improving close rate on sales. " We know if you mail a packet to someone you're not going to get it back, so we want take advantage of the caller at that moment," McDonald adds. "What I look for in the sales side, is are we using the right phrases? How are we asking for the application, are we asking for payment information up front?"

4. Getting buy-in from the business to help the call center. "If they're calling me because the loan process takes too long, or something like that, what Nexidia can ID potential processes that aren't working to our greatest efficiency," he explains. I have a LEAN certified person on my team who can then take that process and use lean methodology to see where we can improve."

Gerber Life Insurance Expands Relationship with Nexidia

Tue, 05 Feb 2013 00:00:00 GMT

ATLANTA, GA – February 5, 2013 – Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced that Gerber Life Insurance is extending its use of the company’s Interaction Analytics solution with an on premise deployment to better manage agent compliance and performance in their contact center. In addition, the company is retaining Nexidia Managed Analytic Services, designed to help customers get the maximum benefit from their interaction analytics implementations.

Gerber Life is the leading provider of juvenile life insurance policies in the US. The company's portfolio includes juvenile life insurance, the “Grow-Up Plan,” a whole life policy for children, the “College Plan,” an endowment life insurance policy, and various insurance policies for adults. Gerber Life maintains a state of the art contact center at its facilities in Michigan, which serves more than 3 million policyholders.

Gerber Life Insurance recognizes the importance of understanding the reasons both existing and potential policyholders contact their service center and what steps can be taken to improve these interactions. During their current engagement with Nexidia, Gerber Life has been able to uncover business intelligence contained within their calls. This has allowed them to improve business processes that led to higher call deflection rates and decreased policy cancellations, all while improving the overall customer experience. Results like these, coupled with their improved ability to manage agent performance, were key to Gerber Life’s decision to extend their investment with Nexidia.

“Nexidia helps us to unlock the crucial business intelligence hidden inside of customer and agent interactions,” said Bob McDonald, vice president of Contact Center, Gerber Life Insurance. “By further extending our use of Nexidia solutions we are gaining valuable insights needed to ensure every customer call is optimized.”

Going forward, the new software will be used to identify opportunities to improve First Call Resolution (FCR), internal sales processes and sales effectiveness. Additionally, the company will continue to identify coaching opportunities that allow for reduced agent non-talk time as well as uncover cross-selling opportunities.

With a laser focus on superior customer experience and agent performance, Gerber Life will work to continuously improve their self service systems and further enhance such things as an agent’s ability to move potential policyholders through the application process more simply and easily.

“Gerber Life Insurance’s commitment to interaction analytics will continue to bring additional improvements to contact center operations,” said John Willcutts, president and chief executive officer of Nexidia Inc. “We believe our solution plays a key role in the company’s efforts to provide an excellent customer service experience.”

About Gerber Life
Since 1967, Gerber Life Insurance Company has provided quality life insurance, especially for middle-income young families. As a financially separate affiliate of the Gerber Products Company, the two companies share a long-standing tradition: to help parents care for their children. It is the Gerber Life mission to be the brand that parents trust the most and rely on for the financial health of their families. By providing affordable, industry-leading juvenile life insurance and other kinds of insurance, Gerber Life strives to give customers peace of mind as their children grow up, knowing that a component of their financial future is secure. For more information, please visit http://www.gerberlife.com/.

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Nexidia Contact:
Renee Maler
Philosophy PR + Marketing
925.968.9495
renee@philosophypr.com

Gerber Life and Nexidia Heighten Relationship

Tue, 05 Feb 2013 00:00:00 GMT

Gerber Life Insurance Company (Gerber Life) has extended its use of Nexidia’s Interaction Analytics solution, the company announced today.

Nexidia, a customer interaction solutions company will expand their Interaction Analytics with an onsite deployment that will work to monitor and manage agent compliance and conduct at Gerber’s Michigan-based contact center.

Gerber hopes Nexidia will help the contact center, which serves more than 3 million policyholders, develop and improve its customer relations.

In the age of digital interaction and call centers it is increasingly important for companies to be able to take the pulse of customers when it comes to their overall experience. Face-to-face interaction has rapidly diminished and it can be difficult if not downright elusive to be able to quantify the type of experience customers are having.

Under their current engagement, Nexidia has helped Gerber Life mine and comprehend business intelligence that Nexidia was able to uncover in calls.

Gerber Life took the extracted information and was able to improve their business processes by decreasing policy cancellations and monitoring customer and agent interactions from a step back where they can view trends and correct inefficiencies.

Under the most recent agreement, new software by Nexidia will be used to look for opportunities to improve internal sales processes, identify cross-selling opportunities and to hone in on ways to facilitate a smoother application process for potential policyholders.

Nexidia Introduces RealTime Monitoring Solution for Collection Industry

Mon, 04 Feb 2013 00:00:00 GMT

ATLANTA, GA – February 4, 2013 – Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced the release of Nexidia Live Collection Assistant, a solution that works in conjunction with Nexidia Scan to trigger alerts and facilitate knowledge delivery to both contact center representatives and supervisors during live calls. These solutions are part of the flagship product, Nexidia Interaction Analytics, which enables collections companies to maximize return on their collections efforts, while also shrinking costs and improving service levels through extensive post call analysis. In addition, the use of Nexidia helps to ensure compliance with new federal regulations in 2013, under which collection companies face steep fines from the Consumer Financial Protection Bureau for non-compliance.

Nexidia Live Collection Assistant, the real-time monitoring and alerting solution designed specifically for the collections industry, drives unique actions to both representative and supervisor desktops based on live call activities. For compliance- based issues, when the system detects that a required word or phrase has not been said, a reminder alert is sent to the collector desktop. Further configuration can be put in place to send additional alerts to both representatives and supervisors if the word or phrase is still not detected within an allotted time frame so that live intervention can take place if needed. The solution also aids in improving collector performance and customer service by sending the collector best practices and call handling procedures when the presence of key words or phrases is detected. By sending both information and alerts during the interaction, it ensures that compliance regulations are satisfied and improves the quality of the collection effort.

Nexidia Live Collection Assistant is powered by Nexidia Scan, which taps into the network switching environment to scan hundreds of concurrent streams per server and applies Nexidia’s patented Phonetic Search Engine to identify target phrases. This allows users to create phrases for which they wish to monitor the presence or absence of during live calls. Additionally, time based operators can be set to ensure that compliance-based requirements such as the mini Miranda rights are verbalized near the on-set of the call or that certain phrases are said before or after others. This functionality enables organizations to incorporate what has traditionally been “back-end” analysis of recorded calls directly into the live call stream for real-time monitoring interactions.

Nexidia Interaction Analytics enables enterprises to capture, synthesize and disperse the business intelligence locked inside their multi-channel interactions in order to get the right information to the right people, at the right time. This enterprise-wide visibility enables management to quickly identify key problem areas and benchmark against best practices, resulting in higher agent performance and reduced operating expenses. The company currently provides solutions to United States government regulators and well-known collections industry clients including 1st Credit, CBV Collection Services, and Cabot Credit.

“In today’s collections environment, even the smallest misstep can carry a harsh penalty,” commented John Willcutts, president and chief executive officer of Nexidia Inc. “Alerting collection agencies to compliance issues in real-time ensures they will be able to take corrective action immediately, before an incident can occur that will result in a fine. Additionally, the capability to send representatives best practices as they speak to consumers serves to increase collection efforts while maintaining high service levels.”

For more information, or to see a demonstration of Nexidia Live Collection Assistant, please contact us at info@nexidia.com.

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Nexidia Contact:
Renee Maler
Philosophy PR + Marketing
925.968.9495
renee@philosophypr.com

Nexidia to Demo Interaction Analytics and RealTime Monitoring at DBA International 2013 Annual Conference

Tue, 22 Jan 2013 00:00:00 GMT

ATLANTA, GA – January 22, 2013 – Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced that the company will be exhibiting at the DBA International Annual Conference February 5-7, 2013, at the Aria Resort and Casino in Las Vegas, NV. The DBA International Annual Conference is one of the most respected and well-attended events in the debt purchasing industry, welcoming more than 1,600 attendees and hosting more than 120 exhibitors. Nexidia will be exhibiting its Interaction Analytics solution — the next generation of its industry-leading contact center analytics software — and its capabilities designed specifically for the collections industry. Nexidia will also be offering live demonstrations of Nexidia Scan, its real-time monitoring functionality, which triggers alerts based on key words and phrases being said by representatives as calls occur. This valuable feature is key to ensuring collectors are staying compliant while maintaining high levels of customer service.

By providing greater operating visibility and insights, Nexidia Interaction Analytics solution enables collections companies to maximize the return on their collections efforts, while also shrinking costs and improving service levels. In addition, the solution ensures compliance to new federal regulations in 2013, under which collection companies face steep fines from the Consumer Financial Protection Bureau for non-compliance. The company currently provides solutions to United States government regulators and well-known collections industry clients as 1st Credit, CBV Collection Services, and Cabot Credit.

“The severe penalties for making a misstep in complying with the complexities of the new Dodd-Frank Consumer Protection measures could ruin a collections business,” commented John Willcutts, president and chief executive officer of Nexidia Inc. “By pinpointing compliance issues, Nexidia enables collection agencies to take swift corrective action to reduce enterprise risk and ensure compliance across all interactions—a new critical capability in a more tightly regulated world.”

Nexidia Interaction Analytics enables enterprises to capture, synthesize and disperse the business intelligence locked inside the different types of interactions with customers in order to get the right information to the right people, at the right time. This enterprise-wide visibility enables management to quickly identify key problem areas and benchmark against best practices, resulting in higher agent performance and reduced operating expenses. Nexidia Scan allows collections companies to monitor every call, provide collectors with live reminders to include required disclosures and alert supervisors to events that may require their intervention during the call.

Nexidia will be exhibiting at Booth #228 at DBA International. The company will be sharing industry best practice insights as well as featuring live demonstrations of its Interaction Analytics solution, including its real-time monitoring functionality and post call analytic capabilities. To register for the event, go to DBA International.

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Nexidia Contact:
Renee Maler
Philosophy PR + Marketing
925.968.9495
renee@philosophypr.com

Real Time is the Real Deal

Fri, 11 Jan 2013 00:00:00 GMT

I don’t like the sound of 2013. It has an ominous ring to it. When good things happen, they rarely happen on the 13th of anything, let alone in a year with a 13 in it. Just look at 1913.

1913 was the year the 16th Amendment to the Constitution was passed. The 16th Amendment reads as follows: “The Congress shall have power to lay and collect taxes on incomes, from whatever source derived, without appointment among the several states, and without regard to any census or enumeration.” In other words, that’s when we, as Americans, started getting taxed on our incomes. Before that, you got to keep what you made. Since 1913, the federal government gets to take whatever percentage of your income they want, spend it however they want with the added bonus of being able to tell individual states to go pound sand. I don’t know what 2013 has in store for us, but if it’s anything like 1913, it won’t be good.

In the contact center industry, things should be less ominous, but could be equally dramatic. Be prepared to learn that everything you thought you knew about real-time anything as it applies to the contact center is wrong. Real-time is rapidly being redefined in the customer service arena and it no longer means “shortly after something happens” as it has in the past. In 2013 and going forward, real-time will be defined as measuring or monitoring something in the exact second it is happening. That will have far-reaching implications in terms of efficient customer service and effective business practice.

In 2012, I conducted a benchmark research study among end-users in which I attempted to measure awareness, and understanding, or real-time performance management. I’ve been bullish on performance management, also referred to as performance analytics by some in the industry, since I first started writing about it in 2003. Performance management was revolutionary and ahead of its time in its ability to provide unified performance measurements that lead to actions that improve contact center performance. The measurements were provided in the form of objective reports or graphical representations that didn’t necessarily rely on the judgment of supervisors or managers. Performance was exactly as it was represented by the measurement results.

Today we find performance management the dominant choice for performance reporting solutions in the contact center. With a U.S. market penetration rate of 55%, it is fair to assume that the benefits of performance management software are well known, but what if you could kick it up a notch? What if you could get your performance results, not after the fact, but as the transaction was actually taking place?

The real-time performance management research project, which was underwritten by Voice Print International (VPI), attempted to measure perception of and attitudes toward real-time performance management. What we discovered was that 51% of our respondents were either dissatisfied or very dissatisfied with the amount of time it was taking them to share performance metrics with agents and managers. Over 90% of the customer service executives we interviewed stated that they felt there was value in sharing real-time metrics with frontline agents.

The results of the study validated that real-time performance management was not only understood, but that it would clearly be in demand in 2013. The paper that I authored detailing the results of the real-time performance management study can be downloaded from VPI’s website, www.vpi-corp.com.

Speech analytics continues to be on the leading edge of the Big Data movement, providing business intelligence from unstructured data and customer intelligence from the recorded transactions. Again, the value of speech analytics is well understood as evidenced by the fact that is was ranked No. 1 on the list of the top five technology solutions to be evaluated for purchase in 2012 on the annual survey of end-users conducted by the National Association of Call Centers (NACC) at The University of Southern Mississippi. Now imagine speech analytics on steroids and you’ve got real-time speech analytics.

Real-time speech analytics is something that would even impress James Bond. It allows users to extract usable information from a customer communication as that communication is happening. In other words, rather than reviewing the conversation once it is over, the conversation is evaluated in real-time. Real-time speech analytics offers the potential to correct or address any problems as they are occurring rather than having to go back and try to fix damage once it has occurred. This is mind-boggling.

“Using the voice of the customer--as their words are spoken in real time--automatically empowers agents to handle difficult customer situations and supervisors to address training shortfalls as they develop,” said Larry Skowronek, vice president of product management for Nexidia, an industry-leading provider of customer interaction analytics. “This is the best way possible to quickly arrive at fast, optimal performance improvement. Real-time speech analytics is truly the next frontier.”

As you look at everything that is happening in the customer service industry and try to decide what will really matter in the year ahead, put real-time analytics at the top of the list. Real-time performance management promises to super-charge operational efficiency while real-time speech analytics has the potential to solve customer problems before they happen. This is pretty heady stuff.

Maybe 2013 won’t be so bad after all.

Paul Stockford is Chief Analyst at Saddletree Research, which specializes in contact centers & customer service. pstockford@saddletreeresearch.com (480) 922-5949

Executive Insights Jon Ezrine Nexidia

Tue, 04 Dec 2012 00:00:00 GMT

Q&A with Jon Ezrine, SVP & Chief Operating Officer, Nexidia

The “cauldron call” for today’s marketing strategist is engagement. How do you define engagement? What key step can best drive audience engagement today?

Ezrine: In the truest sense of the word, engagement comes at any point when a brand can touch a customer, whether it be through advertising, the point of sale, use of a product or service or interaction through a communication channel. However, to truly shape customer experience, companies must focus on those engagements that involve a dialogue between themselves and the customer. In other words, those engagements in which the customer reaches out and initiates contact via phone, chat, email or through social media, or responds to company generated contact such as a survey or Facebook post or Tweet. These types of engagements offer the company the best opportunities to learn about their customers and deliver the experiences that build true brand loyalty.

Six qualities that define engagement – value, efficiency, trust, consistency, relevance and control. Which term do you think the market finds the easiest to implement and what term does it find the most difficult?

Ezrine: One of the qualities the market finds the most difficult to implement is trust. By nature, consumers are leery of information propagated by the company itself, which has helped fuel social media. When a customer gains information from their friends, family, other consumers or an industry expert about a positive or negative experience with a company, they are more likely to trust that opinion or piece of information, versus the one the company offers about itself. As a result, companies need to offer the best possible experience across all points of engagement. A negative experience with a contact center representative can quickly spread to social media and become damaging to a brand. As the voice of the customer grows, companies need to find ways to capture these communications, analyze the information they contain and use it to enhance the experience and improve consumer loyalty and trust. The quality that can be the easiest to implement is efficiency. There are many analytic tools to help companies not only improve the quality of the communications they have with their customers, but improve the efficiency with which they are had as well. By handling interactions effectively and using interaction analytics to gain valuable information that can help improve satisfaction, sales, loyalty and ultimately revenue, the reach of the contact center can extend to multiple areas of the company, thus driving true business transformation.

With the advent of social, mobile and other emerging technologies, how do brands effectively improve the customer experience and engage their audience in this challenging and very dynamic marketing environment?

Ezrine: Brands, and the companies they represent, need to listen to their customers and realize that every interaction gives them an opportunity to do so. To facilitate this, companies need to ensure that they are capturing and responding to all channels of communication. However, there are some pitfalls to watch out for. Companies need to be careful that they don’t get so caught up in the emerging technologies that they lose sight of traditional communication methods. For example, customers still prefer to pick up the phone when they have a problem. It’s more likely that a company can avoid having to mitigate a negative tweet or Facebook post if they’ve used analytics to ensure they’re always providing a positive experience when customers call into the contact center to have an issue resolved.

What are the challenges you see with multi-channel communication for today’s marketers and how do we best address this opportunity for increased engagement?

Ezrine: One of the greatest challenges with multi-channel communications is simply the volume of information that it generates. And more than the sheer volume, is the fact that this is unstructured data. If companies do not have an analytics solution in place to help them make sense of the data, they have no way of uncovering trends and making meaningful change. It’s also important to note that companies still need to find a way to compare what’s happening across the new channels such as social media, to what’s happening across their traditional channels, such as phone, to have a true sense of their customers and their experience. Often times a topic that trends on social media does not drive calls into a contact center. While gaining in popularity, text based interactions are still a much smaller slice of the overall communication pie, so companies need to be sure they’re keeping up with the demands for increased engagement via new channels while not letting current demands wane.

Loyalty 360 believes that loyalty is the most important facet to consider in any marketing strategy. How can one create loyalty when so many technologies are focused on mass acquisition of customers, which may or not be aligned effectively with the product offering?

Ezrine: The best way to create loyalty is to provide a consistently good customer experience that goes beyond the point of sale. Customers want to know that a company will continue to support them after they’ve made the purchase and is invested in their long-term satisfaction. How often have you gotten off the phone with customer service and had either a make or break experience that has shaped how you feel about that company and that brand? From a marketing perspective, by using an analytics tool, companies can find those interactions in which a customer may have had a negative experience and reach back out to those customers to make sure they have taken all the steps necessary to fix the problem, repair the relationship and rebuild the loyalty. And when done correctly, those customers become brand ambassadors, speaking out on social media and other forums to share their positive experiences and sense of loyalty and in turn help to drive new revenue.

What emerging technology do you believe will have the greatest impact in helping drive more effective engagement and therefore better marketing outcomes?

Ezrine: The use of interaction analytics is an emerging technology that will have a tremendous impact on driving more effective engagement and shaping marketing outcomes. By utilizing interaction analytics, companies now have the ability to harness quantifiable, empirical data from their customer interactions and engagements. And they can do this in near real-time. Doing so affords companies the opportunity to understand key touch points such the brand experience their customers are having, the impact of their current marketing and the most valued competitive differentiators. Armed with this information, companies are able to quickly make positive changes that affect the way the customer engages with the brand and continuously monitor the results.

Nexidia Announces General Availability of Advanced Interaction Analytics Software

Tue, 18 Sep 2012 00:00:00 GMT

ATLANTA, GA – September 18, 2012 – Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced the general availability of Nexidia Advanced Interaction Analytics for Healthcare, Communications, Financial Services and Technology. Central to this release are new multi-channel searching and categorization capabilities across speech and text interactions, dynamic reporting on key metrics and a new, intuitive user interface. Also available are options for integrated social media mining.

Nexidia solutions allow contact centers to capture, synthesize and disperse the business intelligence locked inside different types of interactions with customers, driving improvements in business processes and agent performance. Companies can now make sense of this unstructured data and deliver it to the organization in the form of dynamic metrics and dashboards, complete with drill down access to actual customer interactions.

Nexidia has provided strategic services to customers for many years, developing competence in key industries. The company has leveraged this expertise in Advanced Interaction Analytics solutions, initially designed for the healthcare, communications, financial services and technology sectors. With Nexidia’s advanced solution, companies in these industries now have access to customized dashboards, scorecards and reports, as well as advanced statistical analysis using specific metrics tailored to their line of business.

For more information, please contact Nexidia at info@nexidia.com or click here.

About Nexidia
Nexidia provides interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit http://www.nexidia.com/.

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Nexidia Contact:
Renee Maler
Philosophy PR + Marketing
925.968.9495
renee@philosophypr.com

Nexidia Announces General Availability of NextGeneration Interaction Analytics Software

Mon, 17 Sep 2012 00:00:00 GMT

ATLANTA, GA – September 17, 2012 – Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced the general availability of Nexidia Interaction Analytics, the next generation of its highly acclaimed contact center analytics software.

Nexidia analyzes all customer interactions including phone calls, emails, chats or surveys to identify critical areas for improvement to enact change in business processes and agent performance. The new Interaction Analytics features multichannel searching and categorization, enhanced dynamic reporting and a new user interface.

Offered via the Nexidia Analytics OnDemand Program, the hosted solution provides the advantages of quicker implementations, lower total cost of ownership and a faster return on investment when compared to traditional on-premise deployments.

Startup costs begin at $20,000, which includes setup in a secure, hosted environment and data extraction of interactions. The cost of ongoing monthly service starts at $50 per agent per month, with a minimum $5,000 per month, for a one-year contract. This provides an ongoing annual cost starting at $60,000, with the flexibility to increase or decrease volume of interactions as business needs change. Also included in the program is Nexidia online, instructor-led training to ensure that companies can easily get up to speed with Interaction Analytics.

For more information, please contact Nexidia at info@nexidia.com or click here

About Nexidia
Nexidia provides interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit http://www.nexidia.com/.

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Nexidia Contact:
Renee Maler
Philosophy PR + Marketing
925.968.9495
renee@philosophypr.com

Saddletree Research Declares Nexidia Capture Will Have Immediate Impact on Contact Center Market

Wed, 05 Sep 2012 00:00:00 GMT

ATLANTA, GA – September 5, 2012 – Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced availability of a new research brief from Saddletree Research that concludes the company’s next-generation call reporting product, Nexidia Capture, will provide an economic pathway to advanced call center analytics.

The Saddletree Research brief, “Nexidia Capture Call Recording Software: Economic Pathway to Advanced Analytics,” finds Nexidia Capture’s ability to integrate into traditional time division multiplex (TDM) networks and Voice over Internet Procotol (VoIP) networks as a notable capability because it paves the way to broad scale implementation of interaction analytics.

According to Saddletree Research President and author of the brief, Paul Stockford, “Nexidia Capture offers an alternative to companies that have struggled to find an analytics solution for a recording system that may no longer be meeting the contact center’s needs but is not yet fully depreciated or cannot be removed due to other concerns.”

“Offered as a service, Nexidia Capture does not necessarily require a company to remove an existing call logging solution in order to implement Nexidia Capture, said Stockford. “Although Nexidia Capture can function as any company’s sole call logging solution, it can also be used to augment a recording system that may not meet today’s state-of-the-art standards or may store data in a format that is difficult to extract and analyze.”

“Nexidia Capture offers an analytics-compatible recording solution that eliminates any excuse for a company to not be using speech analytics in their customer service strategy today,” said Stockford. “With costs for Nexidia Capture starting at $60 per channel per year, the financial circumstances that may be underlying the cause of delay in acquiring a call recording solution for any contact center have been negated.”

Summarizing the adoption drivers for future call reporting products, Saddletree Research believes that analytics is the primary factor behind the purchase of the majority of call recording solutions in 2012.

To download your copy of the Saddletree Research report, “Nexidia Capture Call Recording Software: Economic Pathway to Advanced Analytics,” click here.

About Saddletree Research
Saddletree Research was founded in 1999 by veteran telecommunications industry analyst Paul Stockford with the objective of providing leading-edge industry information on contact center market segments that are new, emerging and/or have high growth potential. Based in Scottsdale, Arizona, Saddletree Research provides communications industry research including analysis of market trends, issues, technologies, and companies in the contact center, Customer Relationship Management (CRM), and emerging communications markets such as social media. For more information visit http://www.saddletreeresearch.com.

About Nexidia
Nexidia provides interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit http://www.nexidia.com/.

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Nexidia Contact:
Renee Maler
Philosophy PR + Marketing
925.968.9495
renee@philosophypr.com

Saddletree Research Commends Nexidia for Accelerating Use of Speech and Text Analytics in Contact Centers

Tue, 28 Aug 2012 00:00:00 GMT

ATLANTA, GA – August 28, 2012 – Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced a new research brief from Saddletree Research that concludes Nexidia will accelerate widespread use of speech and text analytics in the contact center market based on its recently introduced Analytics OnDemand program. This program provides contact centers with a hosted interaction analytics solution that not only lowers total cost of ownership compared to traditional on-premise deployments, but is highly scalable and easy to implement.

The Saddletree Research brief, “Nexidia Analytics OnDemand: Comprehensive Analytics in a Hosted Service Package,” acknowledges the program for providing “full speech and text analytics without the significant investment typically required in order to attain these advanced customer intelligence solutions.”

According to Saddletree Research President and author of the research, Paul Stockford, “The value of speech and text analytics is no longer in question in the contact center industry. The hurdle that remains for many companies is finding the financial resources necessary in order to bring these solutions to bear in their own contact center operations. Nexidia Analytics OnDemand provides these companies with a means by which to clear this hurdle.”

“Saddletree Research believes the affordability of Nexidia Analytics OnDemand will markedly accelerate the use of speech and text analytics in the contact center market,” said Stockford. The solution is currently rated as the top technology to be evaluated for purchase in 2012 by end-user respondents in the latest Saddletree Research/National Association of Call Centers (NACC) survey.

Saddletree Research findings indicate the contact center industry will continue to embrace text analytics, which is among the fastest growing technology solutions based on results from the most recent NACC survey.

“We anticipate that the availability of Nexidia Analytics OnDemand will spur the growth of analytics implementations to heretofore unprecedented rates over the next 18-to-24 months,” said Stockford.

To download your copy of the Saddletree Research report, “Nexidia Analytics OnDemand: Comprehensive Analytics in a Hosted Service Package,” click here.

About Saddletree Research
Saddletree Research was founded in 1999 by veteran telecommunications industry analyst Paul Stockford with the objective of providing leading-edge industry information on contact center market segments that are new, emerging and/or have high growth potential. Based in Scottsdale, Arizona, Saddletree Research provides communications industry research including analysis of market trends, issues, technologies, and companies in the contact center, Customer Relationship Management (CRM), and emerging communications markets such as social media. For more information visit http://www.saddletreeresearch.com.

About Nexidia
Nexidia provides interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit http://www.nexidia.com/.

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Nexidia Contact:
Renee Maler
Philosophy PR + Marketing
925.968.9495
renee@philosophypr.com

AAA Club Partners Chooses Nexidia Interaction Analytics to Enhance Member Experience

Mon, 27 Aug 2012 00:00:00 GMT

ATLANTA– August 27, 2012 – Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced that AAA Club Partners, Inc., has chosen Nexidia Interaction Analytics to drive toward a superior Member experience, improved business intelligence and enhanced contact center reporting.

AAA Club Partners is a holding company comprised of 10 Partner Clubs of the American Automobile Association with a combined membership of nearly 12 million AAA members in 20 states, and provides contact center services to the Partner Clubs through its wholly-owned subsidiary ACP Services, LLC.

Interaction Analytics is Nexidia’s next generation contact center analytics software. It enables contact centers to easily capture, synthesize and disperse critical business intelligence formerly locked inside different types and forms of multi-channel customer interactions. Moving forward, ACP Services will use this information to drive improvements in contact center processes and increase agent performance.

“We chose Nexidia because their contact center solutions have proven to be best-in-class,” said Betsy Lee, senior vice president of Contact Center Operations, ACP Services. “Interaction Analytics will play a key role in helping us improve overall customer service, deliver a better customer experience and provide enhanced reporting back to our club member organizations.”

ACP Services is launching Interaction Analytics with the Nexidia Analytics OnDemand Program, which delivers the solution as a hosted service. The advantage of a hosted analytics solution is that it provides quicker implementations, lower total cost of ownership and a faster return on investment when compared to traditional on-premise deployments.

“Our mission is to help forward-thinking organizations like ACP Services optimize business practices,” said Nexidia president and CEO John Willcutts. “With Nexidia, ACP Services will positively impact the bottom line, but even more importantly, ensure customer loyalty.”

About Nexidia
Nexidia provides interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit http://www.nexidia.com/.

About AAA Auto Club Partners
AAA Club Partners is a holding company of 10 Partner Clubs who are affiliated with the American Automobile Association and offer a wide array of automotive, travel, insurance and financial services products, along with numerous discounts to nearly 12 million AAA members in 20 states. AAA has been a leader and advocate for the safety and security of all travelers since it was founded more than 100 years ago.

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Nexidia Contact:
Renee Maler
Philosophy PR + Marketing
925.968.9495
renee@philosophypr.com

Scotiabank Mexico deploys Nexidia Advanced Interaction Analytics

Tue, 21 Aug 2012 00:00:00 GMT

Scotiabank Mexico has implemented Nexidia Advanced interaction analytics for financial services, which will also improve contact center efficiencies and customer service.

Apart from this, the bank has added Nexidia Managed Analytic Services, a program designed to assist customers get the maximum benefit from their interaction analytics implementations.

Scotiabank Canada has already been deploying and ripening the benefit of Nexidia customer interaction analytics since 2011, and now it introduced the same to Scotiabank Mexico.

The Mexico unit has a contact center of 3,000 agents supporting customers across the region and will process 1,250 hours of interactions every day.

After getting the inputs, the company will utilize them to improve business processes and agent effectiveness.

Scotiabank international banking WFM & customer experience director Dean Turchiaro said Nexidia helps the bank to unlock the invaluable business intelligence hidden inside of customer and agent interactions.

"This information will drive improvements in the contact center to ensure that our customers continue receiving exceptional service and a superior experience," Turchiaro added.

Scotiabank offers a range of products and services, including personal, commercial, corporate and investment banking, and serves nearly 18.6 million customers in over 50 countries globally.

Scotiabank Mexico Selects Nexidia Advanced Interaction Analytics

Mon, 20 Aug 2012 00:00:00 GMT

ATLANTA, GA. – August 20, 2012 – Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced that Scotiabank Mexico has selected Nexidia Advanced Interaction Analytics for Financial Services. The company is also retaining Nexidia Managed Analytic Services, a professional services program designed to help customers get the maximum benefit from their interaction analytics implementations.

Scotiabank is one of North America's premier financial institutions and Canada's most international bank, with more than 70,000 employees. The company offers a broad range of products and services including personal, commercial, corporate and investment banking. Scotiabank Group and its affiliates serve some 18.6 million customers in more than 50 countries around the world.

Scotiabank Canada has been utilizing Nexidia customer interaction analytics since 2011, and is now leveraging their experience with the solution for Scotiabank Mexico. The location has a contact center of 3,000 agents supporting customers across the region and will be processing 1,250 hours of interactions every day. The company will utilize the information uncovered to improve business processes and agent effectiveness.

“Nexidia helps us to unlock the invaluable business intelligence hidden inside of customer and agent interactions,” said Dean Turchiaro, Director WFM & Customer Experience, International Banking, Scotiabank. “This information will drive improvements in the contact center to ensure that our customers continue receiving exceptional service and a superior experience.”

The company is also utilizing Nexidia Managed Analytic Services, which provides the knowledge and resources needed to rapidly discover relevant business intelligence. The Managed Analytic Services team understands the needs of the contact center specific to the financial industry, and is helping the company ensure a fast return on its investment in Interaction Analytics.

“Nexidia Advanced Interaction Analytics for Financial Services is designed to address specific issues affecting financial institutions,” said John Willcutts, president and chief executive officer of Nexidia Inc. “With Nexidia, companies are able to pinpoint the most crucial areas for improvement and create effective change in contact center activities.”

About Nexidia
Nexidia provides interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit http://www.nexidia.com/.

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Nexidia Contact:
Renee Maler
Philosophy PR + Marketing
925.968.9495
renee@philosophypr.com

Scotiabank Mexico Chooses Nexidia Advanced Interaction Analytics

Mon, 20 Aug 2012 00:00:00 GMT

Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced that Scotiabank Mexico has selected Nexidia Advanced Interaction Analytics for Financial Services. The company is also retaining Nexidia Managed Analytic Services, a professional services program designed to help customers get the maximum benefit from their interaction analytics implementations.

Scotiabank is one of North America's premier financial institutions and Canada's most international bank, with more than 70,000 employees. The company offers a broad range of products and services including personal, commercial, corporate and investment banking. Scotiabank Group and its affiliates serve some 18.6 million customers in more than 50 countries around the world.

Scotiabank Canada has been utilizing Nexidia customer interaction analytics since 2011, and is now leveraging their experience with the solution for Scotiabank Mexico. The location has a contact center of 3,000 agents supporting customers across the region and will be processing 1,250 hours of interactions every day. The company will utilize the information uncovered to improve business processes and agent effectiveness.

“Nexidia helps us to unlock the invaluable business intelligence hidden inside of customer and agent interactions,” said Dean Turchiaro, Director WFM & Customer Experience, International Banking, Scotiabank. “This information will drive improvements in the contact center to ensure that our customers continue receiving exceptional service and a superior experience.”

The company is also utilizing Nexidia Managed Analytic Services, which provides the knowledge and resources needed to rapidly discover relevant business intelligence. The Managed Analytic Services team understands the needs of the contact center specific to the financial industry, and is helping the company ensure a fast return on its investment in Interaction Analytics.

“Nexidia Advanced Interaction Analytics for Financial Services is designed to address specific issues affecting financial institutions,” said John Willcutts, president and chief executive officer of Nexidia Inc. “With Nexidia, companies are able to pinpoint the most crucial areas for improvement and create effective change in contact center activities.”

About Nexidia

Nexidia provides interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit http://www.nexidia.com/.

ACMG Expands Relationship with Nexidia with Addition of New Interaction Analytics Solution

Mon, 13 Aug 2012 00:00:00 GMT

ATLANTA, GA – August 13, 2011 – Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced that Atlantic Coast Media Group (ACMG) has further expanded its relationship with the company by investing in Nexidia Interaction Analytics software. ACMG will implement the solution across its contact centers to continue to help ensure the highest levels of customer service, agent performance and compliance.

ACMG markets well known skin-care products for women. Marketed across the web, on television and in retail locations nationwide, the company has multiple contact centers with hundreds of agents to support its customer service, sales and marketing efforts.

Interaction Analytics is Nexidia’s next generation contact center analytics software. It enables contact centers to easily capture, synthesize and disperse critical business intelligence formerly locked inside different types and forms of multi-channel customer interactions. With Interaction Analytics, ACMG is expanding its contact center capabilities to further implement quality assurance to provide that its agents are following performance management coaching strategies. Moving forward, the new software will be used for all outbound as well as inbound calls, to provide that its agents remain in compliance throughout each customer interaction.

“Interaction Analytics enables ACMG to move beyond performance management and into increased quality assurance and compliance,” said Robb Auber, vice president of call center operations at ACMG. “Because our contact centers are critical touch points for customer service and satisfaction, we want to provide that our agents optimize each customer experience and remain in compliance with each and every call. Our expanded relationship with Nexidia allows us to achieve this goal with a solution that is affordable, scalable and easy to implement.”

The new Interaction Analytics solution is being delivered via Nexidia’s Analytics OnDemand Program as a hosted service. This provides ACMG faster implementation cycles, a lower total cost of ownership and a faster return on investment compared to legacy on-premise alternatives.

“Responsiveness to customer needs can make or break a brand,” said John Willcutts, CEO of Nexidia. “With Interaction Analytics, ACMG can positively impact both customer loyalty and their bottom line at the same time.”

About Nexidia
Nexidia provides interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit http://www.nexidia.com/.

About ACMG
Atlantic Coast Media Group was founded by Andrew Surwilo and Thomas Shipley in 2005 to create and build iconic beauty brands utilizing best in class science combined with a robust multi-channel direct to consumer media platform. Their flagship beauty line, Hydroxatone® is currently sold online, through direct response radio, television, Home Shopping Network, and in Macy’s and Ulta stores. ACMG has also created and launched several distinctive brands including Keranique® hair care system, and Miracle Skin Transformer® under the Sarah McNamara Beauty New York brand. Surwilo and Shipley were named finalists of Ernst & Young’s 2011 and 2010 Entrepreneur of the Year NJ Award. In 2011, Atlantic Coast Media Group was named the #1 fastest growing company in NJ by NJBIZ magazine and listed the #41 largest personal products company in the country by Household and Personal Products Industry (HAPPI) magazine. ACMG is a member of the 2010 Inc. 500 and 2011 Inc. 5000, Inc. Magazine’s list of America’s fastest growing companies.

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Nexidia Contact:
Renee Maler
Philosophy PR + Marketing
925.968.9495
renee@philosophypr.com