ENTERPRISE SPEECH INTELLIGENCE (ESI)

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 impact customer satisfaction, improve product offerings, reduce operational costs, identify and maximize revenue opportunities and ensure adherence to internally or externally regulated processes.

Nexidia ESI provides a scalable speech analytics solution that enables customers to extract actionable knowledge 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.

Organizations using Nexidia ESI can achieve quantifiable benefits including:

• Lowering costs
• Improving quality
• Enabling time sensitive, highly accurate analysis of key intelligence
• Identifying up sell and cross sell opportunities
• Delivering Business and Market Intelligence
• Offsetting skill shortages
• Enabling investigation of
  • Call Deflection
  • First Call Resolution
  • Agent Effectiveness
  • Customer Satisfaction
  • Regulatory Compliance
    

PHONETIC TECHNOLOGY

The Nexidia server ingests audio files to create a .PAT file (phonetic audio track) thus marking the audio files so that they are rendered phonetically searchable. Search terms and queries are created and applied against these .PAT files. The results of these searches and queries are then compiled and generated into dashboards, charts, trending and analysis reports. Using the Nexidia ESI Replay feature, these audio files can be played back and further searched so as to enable the enterprise to drill into the intelligence contained in the recorded audio content and to support further in-depth analysis.

Call Categorization

Call Categorization enables audio to be easily grouped by key subject areas for effective, efficient analysis. Multi-categorization enables organizations to visualize and analyze the many dimensions within their customer interactions.

Root Cause Analysis

Investigate and understand behavior and the root cause of these behaviors in areas such as transfer of calls, first call resolution, average handle time, lost sales opportunities, and successful agents so as to enable the implementation of effective improvement strategies.

Quality Monitoring and Compliance

Complement Quality Evaluation process by applying rules-based scripting to your call data, enabling Supervisors or Quality Analysts to focus on achieving and exceeding performance goals and ensuring agents adhere to compliance standards and regulations.

Business Intelligence

Unlock the information in audio to provide a more comprehensive view of the organization. Mine patterns, trends, and cause/effect relationships from recorded content to help build more effective customer strategies and uncover new revenue opportunities.

Marketing Surveys & Valuable Market Data

Leverage Nexidia ESI’s rules-driven audio mining solution to transform the content of your scripted campaigns into performance optimizing business intelligence, including monitoring the effectiveness of new marketing campaigns or new product introductions.

Trending Analysis/Performance Analytics

Nexidia ESI allows analysis of recorded calls for key business trends and tracking of any fluctuations in the data, and in combination with other enterprise data, provides a complete view of the organization.

Enhance Agent Scoring

With Nexidia ESI, organizations can automatically listen to up to 100% of recorded calls and find out immediately how agents are performing on key metrics. With this knowledge, effective training and mentoring plans can be implemented to address problems with specific agents, effectively streamlining the evaluation process and reducing agent turnover.

ESI Benefits

Scalability & Affordability

Our unparalleled ingest speed of 83 times real time, not only renders your audio instantly searchable – it also generates the only viable total cost of ownership.

Speed

The Phonetic Search Engine is an open systems vocabulary retrieval system, which greatly reduces the time and increases the accuracy of searches against large collections of recorded speech. Searches can be conducted at speeds up to 548,000 times faster than real-time.

Flexibility

Nexidia ESI can be used for specific term or phrase searches, as well as rules-based queries. This powerful phonetic search engine delivers relevant, accurate data from both poor quality audio, such as cell phones and high quality sources, such as broadcast audio.

Training & Usability

Our new Forensic Search feature allows both power users and casual users to quickly and easily ad-hoc search large sets of audio.

Increased Accuracy

Proper names, inexact spellings, industry terms, jargon, slang, and colloquialisms can easily be searched without extensive training, large dictionaries or vocabulary updates.

Relevancy

Utilizing advanced audio mining techniques to increase the accuracy and relevancy of search results allows us to deliver contextually relevant results and actionable knowledge therefore, significantly increasing end-user efficiency and productivity.

Multiple Language Support

Today, Nexidia ESI offers support for 30 languages. Additional languages are being added continuously without the addition of cumbersome resource-demanding dictionaries.

Distributed, Open Systems Platform

Nexidia 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.