Nexidia is a frontline tool that we and our partners use to improve operations, resulting in increased worker productivity, reduced AHT, and significant cost savings."
RELATED INFORMATION
Recorded Webinar
Use Multi-Channel Analytics to Find the Changes Your Customers Want
Video Testimonial
EarthLink discusses their use of Nexidia to manage quality at multiple outsourced call centers and the significant cost reductions they have realized.
Recorded Webinar
Vonage Leverages Speech Analytics Inside – and Outside – the Contact Center
What We Do
- Customer Interaction Analytics
- Speech Analytics
- Business Transformation
Customer Communications Are Expanding. Are You Tuned In?
Your customers are evolving. So are their methods for interacting with your company. While most still choose the phone, customers now reach out in other ways such as chat, email, and social forums. This floods your company with information about their thoughts on everything from products to services to their overall satisfaction.
The Challenge:
The information is unstructured. And everyone looks at something different. Marketing studies surveys and social forums. Customer Care reviews audio and email. Corporate executives study bottom line numbers on customer retention and CSAT scores. The result? Siloed information that doesn’t show a holistic view of your customers.
The Solution:
The answer is customer interaction analytics. Customer interaction analytics lets you capture and synthesize every phone call, chat, email, and tweet and make that information accessible to all members of your company. Customer interaction analytics uncovers the issues impacting your business, and provides in-depth analysis to determine the best actions to take to bring about transformation.
How It Works:
