Nexidia Announces Enhancements to its Enterprise Speech Intelligence (ESI) 9.0

Nexidia has released the latest version of its Enterprise Speech Intelligence (ESI (News - Alert)) product suite with new enhancements and features, offering system scalability and new features that allow supervisors to better monitor and evaluate contact center agent performance.

Enterprise Speech Intelligence (ESI) product is currently used by many companies in the world to analyze contact center interactions and provide the intelligence they need to determine which issues drive customer calls, uncover root causes of customer issues, and improve agent performance.

It is best suited for contact centers to handle key business objectives, including improving average handle time and first call resolution rates; tracking outsourcer effectiveness; improving business processes; and increasing market intelligence.

Now with the latest version ESI 9.0 users in contact centers can track and monitor agent performance across the site, team and agent levels. Nexidia (News - Alert) Evaluate even has the ability to apply speech analytics across 100% of an agent’s interactions so that evaluations reflect an agent’s full performance rather than that found in just a few randomly sampled calls.

It also includes a fully integrated Evaluation Scorecard system so contact centers can apply the Nexidia analytics directly into their agent performance management processes. This improves quality monitoring by allowing supervisors to target coaching on key elements requiring their attention.

“Speech analytics is a critical component of a truly effective performance management process,” said John Willcutts (News - Alert), Nexidia’s president and chief executive officer. “With the increased scalability and performance management features in ESI 9.0, contact centers now have even more robust tools to monitor agent performance and create superior customer experiences.”

Officials with the company exclaimed that speech analytics is a critical component of a truly effective performance management process. With the increased scalability and performance management features in ESI 9.0, contact centers now have even more robust tools to monitor agent performance and create superior customer experiences.

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