ATLANTA, GA. – June 2, 2009 – Nexidia, the market-leading provider of audio search and speech analytics solutions, today announced that customers U.S. Cellular®, Ventura and Blue Cross of Northeastern Pennsylvania (BCNEPA) have joined Nexidia’s Center of Excellence Program. The Center of Excellence is 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.
Representing a cross-section of industries, Nexidia’s Center of Excellence was launched in February 2009 with an initial customer group consisting of EarthLink, BlueCross BlueShield of Tennessee and InterContinental Hotels Group. The three new customers joining now bring added perspectives on how speech analytics can be used to address industry- and company-specific challenges and gain competitive advantage.
U.S. Cellular® is a Chicago-based wireless provider with more than six million customers and close to $4 billion in revenues. Operating in an industry characterized by low switching costs, the company partnered with Nexidia to understand the key factors driving the overall customer experience in order to bolster retention rates. After a successful Proof of Concept (POC) focused on developing insights into repeat callers and intra-departmental transfers, U.S. Cellular signed a long-term OnDemand agreement with Nexidia.
"Speech analytics is an integral part of maintaining our high levels of customer satisfaction," said Lynn Costlow, vice president of customer service at U.S. Cellular. "Participation in Nexidia’s Center of Excellence program will further enhance our investment by providing us new ideas to ensure the best customer experience."
With 40 years experience in the outsourcing industry, U.K.-based Ventura has more than 8,000 employees who manage over 88.5 million multi-channel contacts per year for leading global blue chip businesses. To strengthen market competitiveness in the crowded industry, Ventura looked to Nexidia to drive operational efficiencies and cost savings, in addition to finding opportunities to grow revenues. During the Proof of Concept and QuickStart OnDemand phases, Nexidia analyzed more than 50,000 hours of audio to identify significant cost savings related to improved average handling time (AHT) and repeat caller metrics. Ventura recently signed an enterprise license agreement to deploy Nexidia Enterprise Speech Intelligence (ESI) solution. Read more details about this customer story here.
"Nexidia’s Proof of Concept and QuickStart Programs have enabled us to concentrate on key areas of the business to gain maximum insight," said Neil Conway, head of operations for Ventura. "We are confident that our participation in the Center of Excellence Program will lead to even greater learning and strategies that streamline our operations further."
Serving nearly 600,000 members, Blue Cross of Northeastern Pennsylvania typically experiences a high volume of incoming calls daily. Managing the high volume efficiently and answering questions promptly can be a challenge and has become more important than ever, so BCNEPA has turned to Nexidia to improve member satisfaction and service levels. Within the first 30 days of engagement, Nexidia was able to identify the basis for dramatic spikes in BCNEPA’s call volume. Building on the success of the QuickStart program, BCNEPA signed a long-term OnDemand agreement with Nexidia to gain greater visibility and understanding over call volume patterns and trends on an ongoing basis, which lead to a full-scale license deployment extending the benefits of speech analytics across the entire organization. Read more details about this customer story here.
"We are proud to be a part of the Center of Excellence,” said Cathy Stitzer, BCNEPA’s director of customer experience. “The Center of Excellence is an important vehicle which allows us to showcase speech analytics best practices. By sharing our success and experience with those of our counterparts, we are able to promote the strategic and economic value the application brings to our industry.”
About Nexidia
Nexidia is the audio and video search company with patented technologies and breakthrough applications that enable customers to quickly gain new insight, build competitive advantage and realize the amazing possibilities now discoverable in audio and video content from call centers, media outlets, government intelligence and legal discovery. For more information, please visit www.nexidia.com. Click here to test drive product demos.
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