Steve Mound and Richard Furlong discuss how APEX uses speech analytics to provide a competitive advantage in the UK debt collection market.

BCBST's BlueCard program records over $1 million in ROI during a successful Nexidia QuickStart program.

Andy McKenzie, Head of IT at Ventura, speaks about the outsourcing company's use of Nexidia, enabling them to deliver excellent customer service at a very competitive value.

A UK outsourcing company helps customers balance efficiency and customer service with analytics.

Discover the tools of the past, present and future for tracking customer experience in the contact center.  Learn how advanced reporting and analytics deliver the information needed to quickly understand how your company is measuring up against your customer experience metrics - and more importantly - the reasons behind the results.  Also hear how Nexidia's telecommunication companies are using these tools to study and improve customer retention and churn.

Learn how the new Dodd–Frank Wall Street Reform and Consumer Protection Act regulations will impact the collection industry.   Collection companies need a greater understanding of their collection efforts, best practices for agent effectiveness, and 100% visibility into their debtor interactions to ensure compliance.  Learn how Nexidia's speech analytics solution allows collections companies to maximize their collection efforts while taking out costs, improving service, and ensuring compliance.

Discover how EarthLink transformed their entire quality monitoring approach through customer interaction analytics. Learn the results they have achieved in both agent performance and increased customer satisfaction, with the latest techniques that are proven in the field.

Customer Interaction Analytics allows organizations to analyze every phone call, chat, email and tweet and translate this data into a total picture of the ‘Voice of the Customer'. This allows companies to quickly discover the customer issues that are impacting their business, provide in-depth analysis to find best actions to take, and make fast business decisions that reflect the changes really desired by customers.

Customer communication channels now include everything from phone to blogs to email to social forums. This is causing a shift in the way the voice of the customer is captured and analyzed. Learn about the emergence of multi-channel interactions and how tapping into the intelligence they contain can help you transform your business.

This webinar discusses the benefits of real-time speech analytics, including driving real-time information to the agent desktop and providing real-time alerts to improve communications. Also outlined are the practical considerations needed to implement your own system.

This webinar focuses on how companies in diverse sectors are using speech analytics. Discover how they have made substantial operational savings, improved agent performance, identified process change, ensured compliance and boosted CSA and KPI scores.

Vonage experienced success with speech analytics in several areas, including agent training, quality monitoring, sales effectiveness and new product promotions.  Mike Trotter, Vice President of Customer Experience, describes how Vonage has leveraged speech analytics to improve overall contact center operations and deliver marketing intelligence.

Vonage experienced success with speech analytics in several areas, including agent training, quality monitoring, sales effectiveness and new product promotions.  Mike Trotter, Vice President of Customer Experience, describes how Vonage has leveraged speech analytics to improve overall contact center operations and deliver marketing intelligence.

The “UK Contact Centre Decision-Makers Guide” is the major annual report studying the performance, operations, technology and HR aspects of UK contact centre operations.  This Speech Analytics extract outlines the size of the market, current commercial applications - including agent performance improvement, compliance, customer satisfaction and business intelligence - and highlights key factors that generate ROI.

The Frost & Sullivan North American Speech Analytics New Product Innovation Award is presented annually to the company that surpasses the competition based on the following criteria: Innovative Element of the Product; Leverage of Leading Edge Technologies; Value-Added Features/ Benefits; Increased Customer Value; and, Customer Acquisition/Penetration Potential.

The critical success factor in speech analytics is to have a proven set of best-practices for implementing speech analytics in a given business environment.

Nexidia Discover automatically mines contact center call recordings and automatically identifies the most significant issues and trends. Nexidia Search provides in-depth, ad-hoc search for spoken topics across any amount of recorded content.

Nexidia Analyze provides a robust set of reporting and analytics tools to help understand what drives caller activity.

Nexidia Evaluate tracks performance across call center sites, teams and even individual agents, tying quality initiatives to corporate strategic goals.

Nexidia Enterprise Analtyics takes operational reporting to a higher level by sharing critical customer intelligence thoughout the organization.

Nexidia OnDemand is the fastest and most cost effective method to implement speech analytics, providing organizations with an end-to-end "software-as-a-service" offering that includes audio analysis, business process recommendations, business case development and ongoing business intelligence support.

Nexidia’s ESI Collections Edition expressly serves the needs of the Collections industry – to manage agent performance, maximize recovery rates, and improve regulatory compliance.

Call centers, media outlets, legal departments and government entities work with Nexidia to unlock the value inside massive amounts of audio and video content.