Leading Independent Research Firm Publishes Earthlink Speech Analytics Customer Case Study

Apr. 22, 2008

Nexidia’s speech analytics technology enables EarthLink to “improve contact center process and quality” and “achieve strategic market position”

Atlanta, GA, April 22, 2008 -- Nexidia, the market-leading provider of audio search and speech analytics solutions, today announced that independent technology and market research company, Forrester Research, Inc., selected Nexidia’s solution deployment with EarthLink as the focus of their first case study in the rapidly burgeoning speech analytics industry. The case study, titled “Speech Analytics Helps Improve Contact Center Process and Quality: An EarthLink Case Study”, was published on April 4, 2008.

The report describes how the Atlanta-based Internet service provider leveraged Nexidia’s award-winning Enterprise Speech Intelligence (ESI) application to “achieve a strategic market position in the customer service market”. The executive summary states: “As a customer-centric business with outsourced contact centers around the world, EarthLink was challenged with maintaining a high level of customer satisfaction and interaction quality across all of its centers, improving agent productivity while reducing costs, and finding ways to gain a competitive edge in its market…For example, this (Nexidia) deployment helped EarthLink determine the root cause of a high number of transferred calls as well as improve processes related to agent coaching and maintaining a quality level for customer interactions.”

Summarizing the Nexidia-enabled benefits in three key areas, the study states: “EarthLink’s implementation of Nexidia’s speech analytics solution helped its customer service organization realize results in multiple areas, including: General process improvements, Agent coaching, and Quality improvements.” Further, the study explains that “while EarthLink intended its investment in speech analytics to improve general process, agent performance, and quality standards, it also discovered some expected future uses for the product, including: Checking routing changes to its IVR system, Testing marketing campaigns, and Interviewing potential agents (using Nexidia’s Language Assessor).”

The case study included a quote from Steve Arnold, senior manager and speech analytics champion at EarthLink. Commenting on EarthLink’s specific set of vendor selection criteria used to evaluate five leading vendors and the decision to ultimately select Nexidia, Arnold was quoted as saying: “Nexidia was able to peel back the onion to the level we wanted quicker and easier.”

“Companies want to understand exactly how organizations are using speech analytics day-to-day to transform an untapped resource, their customer-agent interactions, into tangible benefits,” commented John Willcutts, president and CEO of Nexidia Inc. “EarthLink’s success, using Nexidia’s web-based OnDemand solution, enabled them to not only categorize, search and analyze calls in the span of a few short weeks, but delivered a clearly defined business case to underline the ongoing strategic impact of speech analytics.”

To view the Forrester case study, go to: http://www.nexidia.com/contact/index.php?file_type=cst&id_request=68

About Nexidia
Nexidia is the market-leading provider of highly scalable and accurate rich media search and speech analytics software. By transforming audio and video data into business intelligence, Nexidia allows both government and commercial enterprises, in industries such as Healthcare, Insurance, Financial Services, Technology, Media Creation and Aggregation, Telecommunications and Outsourcing, to leverage untapped information previously locked away in audio-video content. Based on years of research and development, Nexidia’s phonetic engine is the only technology that allows the user to search on proper names, places, industry terms and jargon without extensive training and cumbersome dictionaries. The process is adaptable to a range of audio analyses and excels across the full spectrum of audio quality. For more information, please visit www.nexidia.com.