Nexidia

Nexidia Customers.

Nexidia has helped some of the world's most dynamic organizations in various industries uncover the hidden value in their recorded contact center interactions. Some of the industries served include telecommunications, debt collections, financial services, healthcare, insurance, retail , utilities and technology. Customers in these industries have achieved a wide-range of goals including reducing average handle time, improving first call resolution and reducing operating costs while improving customer service.

Nexidia also has a "Center of Excellence" Program - a partnership with key customers to showcase speech analytics best practices and promote the strategic and economic value the application brings to contact center and business operations. The program includes a select group of cross-industry customers-including EarthLink, BlueCross BlueShield of Tennessee, and InterContinental Hotels Group (IHG)-who have demonstrated strong leadership in advancing the use of speech analytics in their respective enterprises.

To learn about how Nexidia has helped our customers reach their strategic goals, we invite you to read our success stories:

EarthLink, an Internet Service Provider, needed to manage quality and compliance across multiple contact centers around the world. It was essential to find ways to cut costs and consolidate customer service operations while still maintaining high quality standards.

Ventura, one of the UK's leading outsource specialists, wanted to understand what was happening at the point of interaction between the customer and the agent. They sought a deeper understanding of their challenges so they could drive improvements across the service.

BlueCross® BlueShield® of Tennessee's BlueCard group faced the growing challenge of minimizing operations costs while at the same time keeping up with increasing service complexity and rising call volume. They needed to understand why call volume and average handling time were more than 70% higher than the overall organization.

As a debt collections agency, Plaza Associates needed to ensure compliance and mitigate risk. It also needed a way to increase revenue by improving collector performance.

Heath insurance company BCBSNEPA experienced a spike in call volume and utilized Nexidia speech analytics to identify broken processes and reduce call center volume.