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Nexidia’s Technology Tightly Integrated into Cisco’s Customer Collaboration Infrastructure
By: Dan Miller
Opus Research
Nov. 15, 2010
http://opusresearch.net/wordpress/2010/11/15/nexidias-technology-tightly-integrated-into-ciscos-customer-collaboration-infrastructure/
Nexidia and Cisco revealed that two of Nexidia’s core products – Nexidia Scan and Nexidia Capture – will be tightly integrated into the Media Capture component of Cisco’s Customer Collaboration infrastructure. Scan makes it possible for companies to monitor audio streams in real time to detect incidents that should be addressed with some immediacy (for example when a long-time, high-value customer is threatening cancellation). Scan can also work at the agent level to reveal when a supervisor might want to intervene in the course of a conversation that might be vectoring toward a negative outcome.
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