Nexidia

Handle Calls Efficiently and Cost Effectively.

Improving business processes is key to reducing your cost-to-serve and ensuring customer satisfaction. Nexidia Speech Analytics identifies what issues drive initial customer calls, subsequent calls and what processes have the greatest impact on your customers. By delivering fast, relevant insights from your call recordings, Nexidia's Enterprise Speech Intelligence suite identifies areas where business processes can be improved. By optimizing resources and acting on the intelligence in your calls your contact center can:

“We turned to speech analytics for a higher degree of visibility over call volume patterns and trends.”
—Bob McDonald
 Director of Customer Service, Blue Cross NEPA

Decrease Average Handle Time:

• Discover where your agents are receiving insufficient information in their prompts or do not have easy access to the information needed to solve the issues driving calls

Decrease Training Costs:

• Utilize tools such as Nexidia Scan to instantly provide agents with relevant information on the call based on key phrases found during real time monitoring, thus eliminating the need to conduct lengthy training sessions on each possible topic

Decrease Transfers:

• Identify areas where supplying the agents with more relevant info, or widening their permissions level can reduce unnecessary transfers

Improve Self-Service:

• Mine information about call drivers and locate areas where options on an IVR menu could supply the customer with the needed information without having to speak to an agent

Improve First Call Resolution:

• Use call categorization and analysis to determine what issues are driving repeat calls and what related processes may need improvement or repair