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Knowledge Center Nexidia 11 Research Brief by Ovum

An Ovum brief detailing the enhancements that Nexidia Interaction Analtyics version 11 bring, including a new approach to detecting potential problems in the encounters between consumers and contact centers. Nexidia is adopting an architecture, Nexidia Search Grid, that distributes the processing of interaction data across a “massively parallel” infrastructure. The system, which is highly expandable, offloads all of the interaction processing – including speech recognition, phonetic indexing, and sentiment scoring – to the Search Grid.