LBM Invests In Nexidia Interaction Analytics To Deliver Powerful Management Information and Optimum Results For Its Clients

Jul. 09, 2012

Leading UK Outsourcer Chooses Nexidia to Harness ‘Voice of the Customer’ Business Intelligence to Deliver Top-Class Customer Experience

LONDON, UK – 9th July, 2012 – Nexidia, a leading provider of interaction analytics solutions for business transformation, today announced that LBM, one of the UK’s leading Customer Management Outsourcing companies, has chosen Nexidia to capture direct ‘Voice of Customer’ insight and incorporate this into their Customer Intelligence portfolio.  This will enable LBM to further enhance the service it delivers across its contact centre operations, and forms part of its strategy to deliver a superior customer experience. The company will launch the solution utilising Nexidia’s OnDemand hosted services.

With expertise firmly rooted in data services, insight and contact centre capabilities, LBM provides digital, data, customer intelligence, technology and multichannel contact services throughout the entire customer lifecycle.  The company has in excess of 1,800 contact centre advisors across four contact centres located in the North of England and Ireland. LBM operates across a broad range of industry sectors and markets, from large blue-chip organisations to SMEs.  Major clients include O2, Vodafone, More Th>n and British Gas.

“LBM is firmly committed to using analytics to drive the customer experience,” said David Walters, Chief Information Officer at LBM.  “With Nexidia we have already begun to further enhance call efficiencies, improve our quality and compliance benchmarking, and increase cross sell/up-sell opportunities throughout our operations. However, it was the ability to map and combine vast quantities of client data in our CRM system directly with the actual voice of the customer - to provide invaluable business intelligence - that proved most compelling.”

LBM believe that smarter analytics can help companies understand increasingly complex behaviours that can take place through an ever expanding range of devices and channels.  Walters adds, “At LBM we believe that, despite the recession, we need to invest in technology to ‘Be the Best’.  Nexidia’s interaction analytics, coupled with our own data analytics capabilities, provides a very powerful market offering which will keep us at the forefront of delivering optimum campaign outcomes for our clients– enhanced customer experience, performance and ROI.  It is part of a larger data intelligence business strategy that will enable us to deliver the top-class customer experience which is being increasingly demanded by our clients.”

Nexidia’s interaction analytics contains a robust set of products for capturing and analysing customer interactions across a variety of channels including chat, email and phone. These flexible, cost-effective products deliver results using the fastest audio indexing speeds and highest accuracy solutions in the industry and provide a well-rounded understanding of the voice of the customer. Nexidia can be used to discover drivers and trends, perform in-depth analysis and conduct performance management. Serving as the backbone for initiating change, Nexidia uncovers the root cause of advisor performance and business process issues affecting customers that are costing time and money.

“Nexidia’s interaction analytics uncovers front-line business issues that impact customer experience,” said Jonathan Wax, vice president EMEA at Nexidia. “This, together with the vast store of data on client profiles, buying patterns and cross sell/up-sell opportunities, already in place at LBM, will give a major boost to both their inbound and outbound activities.”

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 centre 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.


About LBM
Established in 1996, LBM designs and delivers complete customer lifecycle solutions for major UK and global B2C and B2B brands. The business has continually evolved since its inception. With expertise firmly rooted in data services and contact centre sales capabilities, the company has grown to become the UK’s leading innovative provider of digital, data, customer intelligence, technology and multi-channel contact services across the entire customer lifecycle.  Now with almost 2,500 staff across 6 UK locations, LBM provides solutions for a long list of respected brands across many industry sectors, including telecoms, financial services, utilities, automotive and retail.  For more information, please visit http://www.lbm.co.uk.

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Nexidia EMEA Contact:     
Ann Braham
EMEA Marketing Manager
+44 (0)1558 668 582
+44 (0)7967 582 745
abraham@nexidia.com