Quality of Agents Maximized with Nexidia Speech Analytics

By: Richard Snow, VP & Research Director
Ventana Research
Jan. 13, 2010

http://www.ventanaresearch.com/blog/commentblog.aspx?id=3551

Nexidia is recognised as one of the leading independent vendors of a speech analytics product called Enterprise Speech Intelligence. The foundation of its product is the use of phonetics-based analysis to index the content of recorded calls and then define rules that essentially allow users to aggregate calls into different buckets which relate to specific business initiatives. The product includes extensive analysis and presentation options to analyse the data and provide users with an extensive array of information in some highly innovative formats. The core product also includes root cause analysis, workflow and alerts that help ensure that action is taken to address the issues causing the identified outcomes, thus closing the loop and making the product a true performance management application.

To read the entire article by Richard Snow of Ventana Research, click here.