LBM Taps Nexidia Interaction Analytics to Deliver Management Information

Jul 12, 2012 (Close-Up Media via COMTEX) -- Nexidia, a provider of interaction analytics solutions for business transformation, announced that LBM, one of the UK's Customer Management Outsourcing companies, has chosen Nexidia to capture direct 'Voice of Customer' insight and incorporate this into their Customer Intelligence portfolio.

According to a release, this will enable LBM to further enhance the service it delivers across its contact centre operations. The company will launch the solution utilising Nexidia's OnDemand hosted services.

LBM provides digital, data, customer intelligence, technology and multichannel contact services throughout the entire customer lifecycle. The company has in excess of 1,800 contact centre advisors across four contact centres located in the North of England and Ireland. LBM operates across a range of industry sectors and markets, from blue-chip organisations to SMEs.

"LBM is firmly committed to using analytics to drive the customer experience," said David Walters, Chief Information Officer at LBM. "With Nexidia we have already begun to further enhance call efficiencies, improve our quality and compliance benchmarking, and increase cross sell/up-sell opportunities throughout our operations. However, it was the ability to map and combine vast quantities of client data in our CRM system directly with the actual voice of the customer - to provide invaluable business intelligence - that proved most compelling." LBM believe that smarter analytics can help companies understand increasingly complex behaviours that can take place through an ever expanding range of devices and channels. Walters adds, "At LBM we believe that, despite the recession, we need to invest in technology to 'Be the Best'. Nexidia's interaction analytics, coupled with our own data analytics capabilities, provides a very powerful market offering which will keep us at the forefront of delivering optimum campaign outcomes for our clients- enhanced customer experience, performance and ROI. It is part of a larger data intelligence business strategy that will enable us to deliver the top-class customer experience which is being increasingly demanded by our clients." Nexidia's interaction analytics contains a set of products for capturing and analysing customer interactions across a variety of channels including chat, email and phone.

"Nexidia's interaction analytics uncovers front-line business issues that impact customer experience," said Jonathan Wax, vice president EMEA at Nexidia. "This, together with the vast store of data on client profiles, buying patterns and cross sell/up-sell opportunities, already in place at LBM, will give a major boost to both their inbound and outbound activities." More information: www.nexidia.com www.lbm.co.uk ((Comments on this story may be sent to newsdesk@closeupmedia.com))

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