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Speech Technology Magazine

Saddletree Research Commends Nexidia for Accelerating Use of Speech and Text Analytics in Contact Centers

Aug. 28, 2012

Leading Contact Center Research Firm Cites Company’s Analytics OnDemand Program As Key Driver in New Industry Research Brief

ATLANTA, GA – August 28, 2012 – Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced a new research brief from Saddletree Research that concludes Nexidia will accelerate widespread use of speech and text analytics in the contact center market based on its recently introduced Analytics OnDemand program.  This program provides contact centers with a hosted interaction analytics solution that not only lowers total cost of ownership compared to traditional on-premise deployments, but is highly scalable and easy to implement.

The Saddletree Research brief, “Nexidia Analytics OnDemand: Comprehensive Analytics in a Hosted Service Package,” acknowledges the program for providing “full speech and text analytics without the significant investment typically required in order to attain these advanced customer intelligence solutions.”

According to Saddletree Research President and author of the research, Paul Stockford, “The value of speech and text analytics is no longer in question in the contact center industry.  The hurdle that remains for many companies is finding the financial resources necessary in order to bring these solutions to bear in their own contact center operations.  Nexidia Analytics OnDemand provides these companies with a means by which to clear this hurdle.”  

“Saddletree Research believes the affordability of Nexidia Analytics OnDemand will markedly accelerate the use of speech and text analytics in the contact center market,” said Stockford. The solution is currently rated as the top technology to be evaluated for purchase in 2012 by end-user respondents in the latest Saddletree Research/National Association of Call Centers (NACC) survey.

Saddletree Research findings indicate the contact center industry will continue to embrace text analytics, which is among the fastest growing technology solutions based on results from the most recent NACC survey.

“We anticipate that the availability of Nexidia Analytics OnDemand will spur the growth of analytics implementations to heretofore unprecedented rates over the next 18-to-24 months,” said Stockford.

To download your copy of the Saddletree Research report, “Nexidia Analytics OnDemand:  Comprehensive Analytics in a Hosted Service Package,” click here.

About Saddletree Research
Saddletree Research was founded in 1999 by veteran telecommunications industry analyst Paul Stockford with the objective of providing leading-edge industry information on contact center market segments that are new, emerging and/or have high growth potential.  Based in Scottsdale, Arizona, Saddletree Research provides communications industry research including analysis of market trends, issues, technologies, and companies in the contact center, Customer Relationship Management (CRM), and emerging communications markets such as social media.  For more information visit http://www.saddletreeresearch.com.
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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