U.S. Cellular Expands Scope of Nexidia Solutions and Services

Nov. 29, 2010

Nexidia Managed Analytic Services and Nexidia Evaluate Will Further Improve Contact Center Operations and Reduce Costs

ATLANTA, GA – November 29, 2010 – Nexidia, the market-leading provider of audio search and speech analytics solutions, today announced that U.S. Cellular is expanding its use of Nexidia’s Enterprise Speech Intelligence (ESI) product suite to include Nexidia Evaluate, in order to help measure and improve the quality of agent performance. The company is also retaining Nexidia Managed Analytic Services, a new professional services program designed to help customers get the maximum benefit from their speech analytics implementations.  

The Chicago-based carrier, named one of Forbes Magazine's 2010 "Most Trustworthy Companies," provides wireless telephony services to 6.1 million customers. U.S. Cellular’s contact centers employ 2200 agents in Illinois, Iowa, Oklahoma, Tennessee and Wisconsin, and average nearly 200,000 calls daily.

Initially implementing Nexidia in early 2009, U.S. Cellular identified their primary goals as wanting to gain a better understanding of why customers were calling, increase customer service and increase customer retention. Through speech analytics, the company was able to identify several agent behavior and script issues that were impacting retention rates and customer satisfaction.

Given this success, U.S. Cellular is expanding both the scope and capacity of Nexidia’s solutions and services. The company will now be analyzing 300 percent more audio than previously handled at the initial launch of speech analytics.

“Nexidia has proven that they are the type of company that can really partner,” said Lynn Costlow, vice president of customer service, U.S. Cellular. “They have provided support to us beyond setting up the software and have helped us in operationalizing call intelligence by making findings actionable. This has been a learning process and Nexidia has worked side by side with us as we have progressed.”

U.S. Cellular will also be utilizing Nexidia Managed Analytic Services. This Services team provides the knowledge and resources needed to rapidly discover relevant business intelligence. With experience working with Fortune 500 companies across multiple industries, including several companies in the telecommunications industry, the Managed Analytic Services team understands the nuances of the contact center within specific vertical businesses. The Services team has extensive experience identifying and solving the most common issues in contact centers such as average handle time, first call resolution, sales effectiveness, and compliance. Partnering with the Managed Analytic Services team ensures a faster return on investment than a company can obtain when managing speech analytics internally.

With the addition of Nexidia Evaluate, U.S. Cellular will have the tools to improve customer service and loyalty through better trained, better coached and higher performing agents.
Nexidia Evaluate utilizes speech analytics tools at the site, team and agent level, to better measure specific agent performance as it relates to corporate objectives. This granular approach enables detailed performance reviews and customized coaching of agents.  Nexidia Evaluate will also assist U.S. Cellular in maintaining consistent quality and performance across the company’s growing outsource centers.

“U.S. Cellular has already experienced great success with the Nexidia ESI product suite,” said John Willcutts, president and chief executive officer of Nexidia Inc. “Expanding their speech analytics capabilities while employing Managed Analytics Services will bring additional improvements to their contact center operations, driving even more return on investment.”

About U.S. Cellular
U.S. Cellular is committed to fixing wireless one project at a time. The Chicago-based carrier, named one of Forbes Magazine’s 2010 “Most Trustworthy Companies,” recently unveiled The Belief Project, a series of industry-first, innovative solutions designed to elevate the customer experience. The Belief Project complements U.S. Cellular’s growing catalog of cutting-edge phones, all backed by its high-speed nationwide network. To learn more about U.S. Cellular, visit one of its retail stores or uscellular.com. You can also check out U.S. Cellular on Facebook.

About Nexidia
Nexidia is the audio and video search company with patented technologies and breakthrough applications that enable customers to quickly gain new insight, build competitive advantage and realize the amazing possibilities now discoverable in audio and video content from contact centers, media outlets, government intelligence and legal discovery.  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