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Knowledge Center Optimizing customer interactions and quantifying outcomes: An Ovum Case Study

 The firm is now using Nexidia’s analytics to review the content of 100% of its calls. This gives it a much clearer picture of what the interaction landscape actually looks like. Nexidia Interaction Analytics tracks the content of all communications across each channel that customers use, primarily voice in the bank’s case. It is used to capture and analyze audio and text interactions from a variety of channels, including chat, email, phone, and surveys. It then presents the information gleaned from that analysis in multiple contexts, via desktop views that are formatted based on the needs of each specific user’s role.