The upcoming release of Nexidia Interaction Analytics 11.0 has been announced.
Nexidia has incorporated its Neural Phonetic Speech Analytics and Search Grid technology advancements in order to drive new functionality into its core customer interaction analytics product, Nexidia Interaction Analytics 11.0.
This new edition of the application includes new capabilities that enrich the early discovery process, making it easier to organise topics, categories and metrics and to drive metric-based quality and performance management.
The early discovery enhancements also make it easier for users to begin exploring interaction data and uncover emerging issues without having to know what to look for in advance.
In addition, users can navigate through word clouds to understand the relationship between different topics and the relative occurrence of these issues and uncover the root cause of key issues.
Ryan Pellet
“Introduction of Neural Phonetic Speech Analytics changes the game on how technology supports business users. We are really pushing the envelope and it’s what our customers are asking for,” said Ryan Pellet, Chief Strategy Officer at Nexidia.
“LVCSR (Large Volume Continuous Speech Recognition) – often referred to as ‘speech to text’ – is particularly good at disambiguating terms. For example, differentiating between similar-sounding words such as told, bold, cold and sold.”
Customer sentiment is measured on each interaction and can be used to understand the issues that relate to high and low customer satisfaction. Simplified query-building tools allow novice users to organise categories and topics with advanced business logic.
New discovery features include:
- Advanced word clouds that can display which key phrases are spoken predominantly by customers or agents
- Ability to filter word clouds or analysis based on high or low customer sentiment scores, speaker or phrase location within a call
- Graphical display of the related phrases and relative quantification of occurrence that can be manipulated by the user to explore the relationships of key terms
- Automatic call categorisation with a “top ten” view
- Sentiment analysis – analyse calls sorted by positive or negative sentiment and view how sentiment trends within a call
- Call transcription that can be viewed when replaying a call recording
- Drag and drop structured query creation capabilities that use automatically surfaced phrases to build advanced categorisation of interactions with business logic
For more information about Nexidia, visit their website.
Author: Megan Jones
Published On: 25th Jun 2014 - Last modified: 12th Dec 2018
Read more about - Archived Content, Nexidia
