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Nexidia Interaction Analytics

Nexidia Interaction Analytics structures, synthesizes and analyzes multichannel contact center interactions – providing the crucial behavioral data needed to solve business challenges faced by your organization.

With Nexidia Interaction Analytics, you'll have the power to:

  • Drive Organizational Change:  While interactions may originate in the contact center, the business insight they contain resonates throughout the entire organization. Marketing, product, customer care, and even technical support can all benefit from being able to find and quantify customer behavioral events. By knowing when, how often, and why events such as competitive mentions, negative sentiment, unresolved issues, or accepted or rejected marketing offers take place, companies can drive positive change. 
  • Harness Technology Advantages:  Neural Phonetic Speech Analytics™, the power behind Nexidia Interaction Analytics, smartly combines phonetic indexing and search with Large Vocabulary Continuous Speech Recognition (LVCSR) in a way that offers the most scalable, accurate, and flexible solution available. This unsurpassed scalability is possible via Nexidia Search Grid™, a MapReduce framework for building distributed interaction analytics applications that allows for volume or retention expansion while still maintaining only one logical instance of the system.
  • Leverage the Power of Big Data:  Structuring 100% of audio recordings adds crucial behavioral data about the customer’s experience to traditional transactional data, increasing the accuracy of predictive models and adding value to other big data applications.

As part of Nexidia Interaction Analytics you'll get the power and functionality of Discovery, Analytics & Reporting, and Performance Management.

From a discovery of your company's major pain points to ensuring your agents are working at their best, Nexidia Interaction Analytics has you covered. 

Discovery

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Automate Data Exploration: Detects emerging trends across interaction channels without knowing what to look for.

Timely Results: Eliminates the need for user-initiated set-up and gives you a jumping off point for deeper analysis, thus shortening the time to insight.

Quickly Determine Impact: The system adapts as new phraseology comes into use, helping you to quickly see the effects of new improvement plans and marketing campaigns or to identify market conditions. 

Ease of Use: Easy drag and drop interface allows even the novice user to organize topics and create effective queries for deeper analytics.

 

 

 

Analytics and Reporting

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Call Categorization: Identifies and sorts the most relevant calls within your custom categories.

First Call Resolution (FCR) Analysis: Finds and targets common repeat call types and shows relationships between those calls.

Root Cause Analysis: Determines the fundamental reasons customers interact with contact centers and identifies the agent behavioral and process issues that are most in need of attention.

Advance Reporting: Provides easy-to-read and interactive dashboards that highlight the relevant information that you need to make decisions.

 

 

Performance Management

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User-Defined Quality Initiatives: Through customized metrics, gather quantitative information about your agents' performance.  

Drill-Down Capability: Ensures that actual interactions are always a click away and that supervisors do not spend extraneous time searching for relevant interactions to use in agent evaluations. 

Agent and Supervisor Portal: Front-line managers have access to dashboards where they can see how individuals are performing compared to the organization overall, and target coaching to address behaviors that are not best practices. Agents can review their performance for each call type, as well as how the are performing relative to peers. 

Evaluations Without Interactions: Launch evaluation forms without the context of a call to evaluate agents on non-call criteria such as schedule compliance.

Quality Workflow Engine:
Out-of-the-box evaluations workflow manages assignment queues and evaluation status, while providing the ability to group calls by alert type, queue, reviewer, and across a range of time period.

Learn how you can begin gaining valuable insights for your business today. Contact us to find how or request a demo to see Nexidia in action.

 

Now is the time for your data to start working for you.

Contact us to learn more