Global IT Firm OVUM Confirms Nexidia Is Accelerating The Shift To Cloud-Based Contact Center

Jul. 10, 2012

Leading Market Research Firm Declares Nexidia’s Latest Offerings to Enable Companies to Make Better Use of Customer Interaction Data

ATLANTA, GA – July 10, 2012 – Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced a new report from Ovum that credits Nexidia for enabling companies to better understand and leverage the growing volume and sources of customer interaction data being generated in contact centers.

The Ovum View report, “Nexidia Accelerates the Shift to Cloud-based Contact Center Analytics,” finds Nexidia’s newest offerings “solidify this trend” and predicts that the products will “push deployments of those (interaction analytics) technologies into the cloud.”

Nexidia Interaction Analytics provides multi-channel searching, dynamic reporting and industry specific solutions for the contact center. Analytics OnDemand gives contact centers the ability to revolutionize their business process improvement and performance management through use of a hosted interaction analytics solution that is affordable, scalable and easy to implement. The latest version of Nexidia Capture, the company’s call recording product, integrates both traditional (TDM) and Voice over Internet Protocol (VoIP)-based networks to enable users to easily implement interaction analytics on a broad scale.

“Nexidia’s formula for producing contact center analysis involves de-complicating much of the process for collecting and acting on the data that is collected in and around customer interactions,” said Ovum’s Principal Analyst, Keith Dawson. “Speech analytics has traditionally made slow progress into most data centers because of a perception that it’s expensive, time-consuming to deploy and hard to administer.  These latest releases, however, help the company cement the argument that analytics is a project worth taking on.”

The Ovum report highlights the benefits of Nexidia’s Interaction Analytics software, the company’s new Analytics OnDemand program and a third offering, a new version of its Capture call recording tool. It also acknowledges Nexidia for making it easier to start using analytics by expanding on-demand offerings and creating vertically-oriented packages for healthcare, technology and financial services.

According to the Ovum report, “Nexidia has been ahead of its competitors in the speech analytics sector in terms of offering its tools as on­demand products for several years. Its new Analytics OnDemand program is a flexible offering that allows users to scale a deployment up or down, and to have the costs known and baked into the process from the start.”

“Proper application of analytics positively impacts a company’s top and bottom line because it boosts customer experience,” said Nexidia President and CEO John Willcutts. “Ovum recognizes that innovative solutions such as Nexidia’s play a vital role in helping organizations gain critical insights into their customers’ experience. This drives operational improvement and optimized business practices.”

To download your copy of the Ovum report, Nexidia Accelerates the Shift to Cloud-based Contact Center Analytics, click here.

About Ovum
Ovum provides clients with independent and objective analysis that enables them to make better business and technology decisions. Our research draws upon over 400,000 interviews a year with business and technology, telecoms and sourcing decision-makers, giving Ovum and our clients unparalleled insight not only into business requirements but also the technology that organisations must support. Ovum is an Informa business.

About Nexidia
Nexidia provides interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit http://www.nexidia.com/.

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Nexidia Contact:     
Renee Maler
Philosophy PR + Marketing
925.968.9495
renee@philosophypr.com