What if you could truly know with confidence why your customers are calling? Call Categorization is the foundation on which successful speech analytics in the call center are built. By first categorizing calls by caller intent, centers can set a true baseline for segmentation and analysis. And with this, you gain a birds-eye of your call traffic—to understand the key drivers behind call volume, to reduce talk time and optimize self-service, and to quickly identify trends before they balloon into big problems.

However, discovering call drivers is only the first step—what if you could also proactively respond—instead of simply reacting—to these challenges? What if you had both the big-picture insight—and the root-cause drill down capability—to rapidly connect the dots and make course corrections?

Nexidia QuickStart Solutions offerings focus on the following areas that are most likely to impact the overall organization: first call resolution/customer experience and sales and business opportunities.

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After building your foundation, you can pinpoint any and all issues impacting your customer experience. In particular, Nexidia enables you to drill-down to expose the roots of FCR—a key driver of customer satisfaction and loyalty—to reduce transfer, repeat call and escalation rates.

As call centers shift from cost to revenue-generating centers, the pressure is on to hit your revenue targets. With Nexidia, you finally have the power to peel back the onion to understand what’s really driving your sales. Why do sales figures vary so much from agent to agent? Whether the problem lies in your selling processes/policies, product training or other factors, Nexidia helps you optimize your sales—while also helping manage related processes, such as product management, outsourcer effectiveness and compliance/risk management.

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Forward-thinking companies are turning to Nexidia’s award-winning speech analytics to leverage a powerful, untapped source of insight: their agent-customer calls. From diagnosing caller intent to uncovering the hidden drivers behind first call resolution and transfer rates, Nexidia rapidly sifts through oceans of agent-customer calls to transform your data into tangible, actionable insight.

Not sure where to get started? Follow these Four Steps to Speech Analytics Success to start transforming your contact center into a strategic source of business/customer intelligence and competitive advantage.