Nexidia Introduces ESI—Monitor & Agent Assist for Real-Time Agent Support in Contact Centers

Oct. 26, 2009

New agent performance application helps improve customer service in real-time

ATLANTA, GA – Oct 26, 2009 – Nexidia, the market-leading provider of audio search and speech analytics solutions, today introduced Nexidia ESI—Monitor, a solution set which integrates into the newly launched ESI—Capture and is part of the flagship Enterprise Speech Intelligence (ESI) software suite.  With ESI—Monitor, call centers now have access to real-time monitoring of customer/agent interactions and can apply speech analytics during the actual call.  This real-time intelligence helps drive agent productivity and improve customer service.  Nexidia also announced the first application to be built with ESI—Monitor, Agent Assist, which identifies specific topics spoken during a customer call and automatically serves up related content to the agent to help handle customer issues more effectively. 

ESI—Monitor and Agent Assist provide valuable insights to assist agents – while they still have the customer on the line.  Building on Nexidia’s patented phonetic indexing technology, speech analytics can now positively impact the outcome of calls while they are happening.  Speech analytics has proven to be a valuable source of data to call centers, delivering real return on investment (ROI) by reducing operational expenses and providing a more satisfactory experience for callers.  With ESI—Monitor, the traditional “back-end” analysis of recorded calls can now be incorporated directly into the live call stream to provide benefits to both contact centers and customers in real-time.
 
ESI—Monitor leverages core audio processing capabilities
ESI—Monitor provides a set of application programming interfaces (APIs) that can be added to ESI—Capture, Nexidia’s recently released solution that allows contact centers to integrate speech analytics applications directly into their switching environment.  ESI—Monitor benefits from Nexidia’s ability to process up to 1,000 streams of audio in real-time on a single server, making it an economical solution for even the largest contact centers.  As Monitor provides a set of open APIs, it allows for applications to be tailored to each business, or for contact centers with existing customer relationship management (CRM) systems to integrate it into those systems to improve their functionality.

Agent Assist aids contact center representatives in real-time
One of the challenges agents face is learning to handle multiple issues relating to a company’s operations.  While this information may exist in the corporate knowledge base, it still takes time during a call for the agent to retrieve the correct information and bring this back to the customer, which increases the costs for handling the call and can lead to decreased satisfaction as customers wait on the line.  Agent Assist solves this problem by monitoring calls in real-time and identifying those topics that require more information to handle.   When those topics are referenced, the system automatically retrieves pertinent information from the contact center’s knowledge base and presents it directly on-screen so the agent can more efficiently handle the call.

This can provide immediate benefit to the bottom line.  In an early deployment of Agent Assist, one telecom carrier documented a nearly eight percent (8%) reduction in average handle time (AHT) as a result of agents’ getting faster access to information using this system.  In addition, by being presented with potential cross-promotion and upsell information, agents using this system experienced a two percent (2%) increase in sales revenue.  Combining both these benefits, this one installation showed a potential $2 million annual benefit as a result of using the Agent Assist application.

“Nexidia's technology is the first in the marketplace to accurately analyze calls as they are happening,” said John Willcutts, president and chief executive officer of Nexidia Inc.  “With ESI—Monitor and Agent Assist, contact centers can now cost-effectively implement real-time speech analytics to identify trending topics that occur during an actual call and help handle customer calls more efficiently.  This timely information leads to improved efficiencies for contact centers and can positively impact customer satisfaction.” 

Availability
ESI—Monitor and Agent Assist are available immediately, and can be included with any implementation of Nexidia ESI, including on-site deployments or as part of Nexidia’s QuickStart and OnDemand hosted solutions.

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 contact centers, media outlets, government intelligence and legal discovery.  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