Nexidia Interaction Analytics

Products

With Nexidia, we are able to dramatically increase the volume of calls reviewed and conduct quality monitoring with a much more rigorous set of data."
Jeff Prete
General Manager
Page One Ventures

Nexidia Interaction Analytics

Nexidia Interaction Analytics combines critical and comprehensive analysis capabilities with a robust performance management solution. This powerful combination lets you get to the root causes of the issues affecting your customers and more importantly, have enough information to take action. The issues may range from product quality to an ineffective business process to a performance gap that requires additional agent training. No matter the problem, Nexidia is the solution. By using analytics to drive operational and behavioral change down to the agent level, you’re assured to generate results for the people that deserve it most – your customers.

  • Improve Agent Performance:  Nexidia offers a completely new way to manage agent performance. By easily identifying, listening to and evaluating agents on calls that are directly tied to corporate goals, your supervisors can deliver coaching targeted directly at those issues that matter most to the bottom line. The result is agents who are better able to meet the needs of your customers.
  • Streamline Processes: Evaluating agent performance against key metrics such as average handle time often uncovers inefficient processes and procedures. These discoveries lead the way to plans for process improvements. As you implement improvement plans, measuring their success is easy with Nexidia.
  • Increase Revenue: It’s simple. Better performing agents sell more and retain more customers. And better yet, as you use analytics to improve your efficiencies, they’re able to do this while you reduce operating costs.
  • Multi-Channel: Capture and analyze 100% customer audio and text interactions from a variety of channels including chat, email, phone and surveys.
  • Evaluation ScorecardPerformance Management: Start with easy-to-read dashboards and reports that help you hone in on the specific strategic initiatives that specific agents struggle to achieve. Take performance management to the next level by quickly drilling down to the calls comprising the scores and completing tailored evaluation forms to deliver the feedback agents need to perform their best.
  • Analytic Capabilities: Monitor important metrics such as average handle time, non-talk time and call volume by category. Track trends and evaluate the effectiveness of improvement plans at a glance through tailored reporting.
  • Call CategorizationCall Categorization: Group calls into key subject areas based on phrases associated with a particular call type. The automatic grouping eliminates the error rate associated with agents tagging calls and allows companies to focus on the call types and issues most affecting customers.
  • Forensic SearchTargeted Searches: Easily search across the entire body of audio or text interactions for key phrases and topics. Save these searches to build reports or develop key performance indicators and metrics.