Recorded audio from many different sources provides organizations with tremendous customer and market intelligence. Obtaining insight into this information allows forward-thinking organizations to integrate the customer voice into their business enabling them to:

• improve operational efficiency
• enhance the customer experience
• deepen market and business intelligence

Nexidia ESI provides a scalable speech analytics solution that enables customers to extract business intelligence from these untapped assets. It is the most effective solution available to mine audio content and deliver relevant knowledge and intelligence to both commercial and government organizations.

Companies using ESI in conjunction with Nexidia’s QuickStart Solutions for contact centers benefit from an unparalleled level of speed and accuracy when analyzing their recorded calls, enabling them to get immediate intelligence in a matter of days, not months. The QuickStart solution offerings provide pre-defined areas of investigation in the areas most likely to impact the overall organization:

• First Call Resolution/Customer Experience
• Sales and Business Opportunities

The Nexidia Technology Advantage

Nexidia’s core technology is designed on an open systems framework supporting standard I/Os and interfaces. Integration to an existing framework, including legacy systems and recorders, enables Nexidia ESI to access and mine all audio data.

Nexidia offers its software either through licenses or as a managed service via an OnDemand engagement, with pricing dependent upon the volume of audio (in hours).

ESI includes a number of interactive reports that can be used to analyze recorded conversations.

Dashboard Report: Identify calls based on specific call types or queries
Trend Report: Identifies historic or emerging trends among selected call types
Correlation Report: Identifies relationships between selected call types and is used for root cause analysis
Call Handle Time Report: Identifies average and total call handle time for selected call types/queries
Agent Call Handle Time Report : Identifies individual agent deviations from the floor mean for selected queries

Each report provides the ability to visualize data in different ways as well as the integration to the call attributes (metadata) from the call recording system. This metadata can be used to provide additional filtering of report content such as specific agents, groups, supervisors, handle times, call direction, customer id, etc.

Once within the reporting application, users are just “one click away” from the actual underlying audio. The audio is replayed using Nexidia’s Replay Client, shown below.

The Forensic Search component of the solution provides a powerful analysis toolkit for both casual users and power users. Casual users are able to conduct ad-hoc mining of the calls based on a combination of call attributes and speech analysis. Power users are able to perform very detailed audio investigation using the same capabilities.

Both the reporting and Forensic Search component of the solution enable reports and data sets to be exported and shared with other users, all within the constraints of the configured security profiles. The solution also provides workflow capabilities that allow calls to be annotated and assigned to specific users through the review process.