Contact Center Solutions Featured Article

Ovum Publishes Case Study Featuring ACMG's Use of Nexidia Interaction Analytics

August 04, 2014

For long, companies have depended on traditional data sources like CRM, ACD or billing systems to understand customer behavior and device strategies accordingly. But the advent of big data made them realize they needed to have a better system in place to make sense of the huge volume of data at their disposal.

Recently, Atlantic Coast Media Group (ACMG) selected Nexidia (News - Alert) Interaction Analytics to improve the performance of its staff and also to ensure compliance with various related laws. Now, Nexidia announced a new Ovum (News - Alert) case study which has detailed how ACMG benefitted from the Nexidia solution.

With the Nexidia solution, Atlantic Coast Media Group was able to perform "perform sophisticated analysis" on all the inbound calls. This provided the company with Key Performance Indicators (KPIs), which in turn helped the company to realize cost savings and enhanced performance from its staff.

Nexidia Interaction Analytics helps its clients to go deep into the analytics ability and perform root-cause analysis. This enables them to have higher customer satisfaction metrics, the company claims. Apart from measuring the performance of individual agents, ACMG could also measure the effectiveness of its own marketing partners as well as specific campaigns.

Nexidia Interaction Analytics extracts and quantifies the behavioral events during customer interactions. This useful information helps companies introduce dynamic solutions and get ahead of the competition.

Recently, the company unveiled Nexidia Interaction Analytics 11.0 and offered advanced features such as speech analytics technology in the new version. Other features included phonetic indexing method and neural phonetic speech analytics solution.

“This case study is a good example of the cascade of benefits that can be realized through Nexidia Interaction Analytics," said John Willcutts (News - Alert), Nexidia's president and CEO. "Our clients consistently report discovering increasingly sophisticated ways of deriving new value from Nexidia Interaction Analytics. Over time, this develops into a tremendous enterprise asset and source of competitive advantage that continues to pay dividends.”




Edited by Maurice Nagle

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