In addition to analyzing our phone calls, we recently began to analyze other interaction channels with Nexidia, specifically web chat. We are excited about Nexidia's multi-channel offering because we believe it will give us a more comprehensive view of our customer interactions."
Make Every Interaction Count.
Share the right knowledge with the right people.
Just as call centers have naturally progressed to contact centers, speech analytics has naturally progressed to interaction analytics as channels such as text and social media have entered the field. And your contact center is successfully capturing these multi-channel interactions occurring between your agents and your customers. But now what? Trying to make sense of this unstructured data and get it into the hands of those who need it most is a daunting task. Not with Nexidia. Nexidia Interaction Analytics allows contact centers like yours to capture, synthesize and disperse the business intelligence locked inside their interactions.
Remove barriers to improvement.
Need to increase resolution rates? No problem.
Need to manage handle times? No problem.
Need to find compliance breakdowns? No problem.
Nexidia eliminates the problems preventing your understanding of what’s occurring in your contact center and why. By defining and tracking metrics such as these as they relate to both organizational and agent performance, you’re able to identify not just behavioral issues, but also business processes and procedures that stand in the way of you achieving your goals. Because of this, you’re able to make the critical changes necessary to decrease costs, increase revenue and improve customer's experience.
Nexidia Interaction Analytics does more than provide surface level information and statistics about your call center interactions. Our solution uncovers the issues impacting your business and provides the root-cause analysis you need to determine the best actions to take to bring about your business' transformation.