Nexidia provide(s) a way to gather intelligence in real time, giving direct insight into concerns and issues of customers."
Forrester Research

Nexidia Scan

Nexidia Scan integrates with CRM systems and knowledge bases to provide real-time information through alert triggers and screen prompts.

  • Direct Integration: Defined API set integrates with CRM systems and knowledge bases.
  • Real-Time Results: When utilizing Nexidia Capture to record directly from the switching environment, Nexidia Scan provides real-time analysis. By integrating with knowledge bases and CRM systems, agents can receive real-time information, alert triggers and screen prompts based on live call activities.
  • Timely Results: Back-end analysis of recorded calls can now be directly incorporated into live call stream, allowing for real-time analysis and results.
  • Reduce AHT: By minimizing time spent searching for information in knowledge base, agents can resolve calls quicker, leading to lower AHTs and improved customer service.
  • Increase Sales: Making agents aware of cross-sell and up-sell opportunities while call occurs leads to greater conversion rates.
  • Improve FCR: By ensuring agents have the info needed to correctly address the customer's issue, repeat calls can be reduced.