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

Article comments powered by Disqus

Related Contact Center Solutions Articles

Plantronics' DA80 Makes Customer Service Centers Smarter

The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
02/25/2015

Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

We are all familiar with Interactive Voice Response (IVR) systems as the first thing we typically encounter when calling a contact center. The fact of the matter is that today's IVR capabilities can do a lot more than just give us options for directing calls to the appropriate resources. They are in fact valuable tools for contact center administrators in terms of improving the customer experience. In fact, as illustrated by the recent announcement by Reston, VA-based cloud-based customer care s… [ Read More ]
02/25/2015

Interactive Intelligence Highlights Five Customer Interaction Trends to Watch in 2015

A few weeks ago collaboration, communications and customer engagement solutions provider Interactive Intelligence hosted a jam-packed webinar called What's New for Contact Centers in 2015 and Why it Matters. If you missed this event, you can still watch and listen to the archived version, and it is highly recommended to say the least. [ Read More ]
02/19/2015

Teleperformance Wins Frost & Sullivan Award for Product Leadership in Chile

Work with BBVA cited as Teleperformance Wins Frost & Sullivan Product Leadership in Chile award. [ Read More ]
02/18/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!