Aspect and Nexidia partner to improve the customer experience

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The partnership will integrate Nexidia’s speech analytics applications with Aspect’s unified interaction management and workforce optimisation solution to enhance the quality of customer interactions.

Nexidia Evaluate will be integrated with Aspect’s workforce optimisation platform to enable rapid ad hoc searches of audio in large volumes. By gaining insight into holistic customer–agent dialogue, Aspect customers will now be better able to focus their efforts on the most relevant customer inquiries on specific issues or initiatives and easily identify and resolve problem areas. This information can be used by the customer to better pinpoint training opportunities for agents and to address regulatory and compliance requirements. The addition of Nexidia Evaluate functionality also expands the potential for speech analytics in the back office and across the enterprise.

“The use of speech analytics continues to enhance customer understanding and improve the customer experience, clearly confirming its growing value to today’s advanced contact centres,” said Jim Davies, research director, Gartner Research. “When fully integrated into contact centres solutions, end users can create potent opportunities for providing actionable insights into agent interactions with customers that should improve agent performance, build stronger customer relationships and reduce operating expenses.”

Aspect plans also to integrate Nexidia Scan, which captures and analyses dialogue in real time, with its Aspect Unified IP solution.

This integration will streamline work flow and enable more intelligent decisions during customer interactions. The integrated solution will also support the intelligent routing and flow of information throughout an organisation. With the Aspect Unified IP platform capabilities, this intelligence can integrate with CRM systems and knowledge bases to provide agents with real-time alerts and screen prompts.

Serge Hyppolite

Serge Hyppolite

“The partnership with Nexidia augments Aspect’s existing speech analytics offering, giving the company unique global capabilities that will enable us to offer both forensic search and insightful interactions analysis that work across other recording platforms,” said Serge Hyppolite, vice president of product management, Aspect. “Leveraging Nexidia’s speech analytics technology provides Aspect’s customers with deeper intelligence and greater flexibility in their search functionality. From simple ad hoc searches of recorded data to information discovery and eventually real-time search, these extended capabilities will enable our clients to harness the broad potential and rapid ROI of speech analytics across their contact centres and enterprises.”

“Both companies are closely aligned in our commitment to provide high-performing, customer-centric solutions that enable organisations to leverage the benefits of speech analytics,” said Jon Ezrine, Nexidia’s senior vice president and chief operating officer. “The partnership between Aspect and Nexidia offers organisations a robust solution backed by two industry leaders that will provide improved customer service and more efficient operations.”

Author: Jo Robinson

Published On: 7th Mar 2012 - Last modified: 22nd Mar 2017
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