Verizon Extends Its Nexidia OnDemand Speech Analytics Solution

Feb. 07, 2011

Flexible Implementation Options and Nexidia Managed Analytic Services Help Company Drive Contact Center Process Improvement

ATLANTA, GA – February 7, 2011 – Nexidia, the market-leading provider of audio search and speech analytics solutions, today announced that Verizon’s landline business unit is extending its use of Nexidia’s OnDemand solution into a three-year engagement. Nexidia OnDemand provides access to the full suite of capabilities in Nexidia's market-leading Enterprise Speech Intelligence solutions (ESI), which Verizon has utilized since 2009 to capture customer/agent interactions and to study these conversations for business intelligence that improves their customer’s experience while reducing costs in the contact center.

Verizon provides its residential and small and medium-sized business customers with converged communications, information, and entertainment services over both the nation's most advanced fiber-optic network and its traditional copper-based network.

Nexidia’s flexible deployment options have been critical to Verizon’s success with speech analytics. To get started quickly, the company first chose to work with Nexidia’s OnDemand hosted environment, in which the application was managed entirely within Nexidia’s secure, PCI-compliant network operations center.  In order to satisfy Verizon’s network architecture requirements, the application has since been migrated within the Verizon infrastructure. Nexidia retains responsibility for managing the system on a daily basis.

Further driving the value of speech analytics at Verizon is Nexidia Managed Analytic Services, which provides the knowledge and resources needed to rapidly discover relevant business intelligence. The Managed Analytic Services team understands the nuances of the contact center specific to the telecom business, and helps Verizon ensure a fast return on its investment in speech analytics.

“Verizon’s commitment to speech analytics while also employing Managed Analytic Services will continue to bring additional improvements to contact center operations,” said John Willcutts, president and chief executive officer of Nexidia Inc. “We believe our services play a key role in the company’s efforts to provide a superior customer service experience.”

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.  

About Verizon
Verizon Communications Inc. (NYSE, NASDAQ:VZ), headquartered in New York, is a global leader in delivering broadband and other wireless and wireline communications services to mass market, business, government and wholesale customers.  Verizon Wireless operates America's most reliable wireless network, serving more than 93 million customers nationwide.  Verizon also provides converged communications, information and entertainment services over America's most advanced fiber-optic network, and delivers innovative, seamless business solutions to customers around the world.  A Dow 30 company, Verizon employs a diverse workforce of more than 195,000 and last year generated consolidated revenues of more than $107 billion. For more information, visit www.verizon.com.

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