The world’s fastest, most accurate audio search solutions.
Nexidia's Enterprise Speech Intelligence (ESI) suite, has a robust set of products enabling companies to use speech analytics throughout the processes of early discovery where call trends and key focus areas are discovered, in-depth analysis, and performance management where agent behavior is related back to established initiatives. These flexible, cost-effective solutions deliver results using the fastest indexing speeds and highest accuracy speech analytics solution in the industry. To learn more about each specific product within the ESI suite, use the links below.
Nexidia Discover simplifies speech analytics implementation by providing automated intelligence from contact center data.
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Automatic Topic Discovery: Companies can now quickly and easily get up and running with speech analytics by using Nexidia Discover to automatically identify the relevant topics that are occurring in their call centers. This feature eliminates the need to know what you're looking for and requires no advanced user input.
Trend Analysis: After identifying key phrases and topics, Nexidia Discover continuously monitors the findings to provide trending reports. These reports show whether topics are increasing or decreasing in frequency across the breadth of calls coming into the contact center.
Topic Relationship Mapping: Nexidia Discover shows the relationship between identified key phrases and topics. Showing these relationships provides a fuller picture to help contact centers identify the issues causing phrases to occur repeatedly during calls.
- Rapid Implementation: Allows companies to start benefiting from speech analytics immediately, with no extensive time developing search criteria
- Timely Results: Eliminating the need for user initiated set-up ensures rapid findings
- Easily Modified: System adapts as new phraseology comes into use
- Actionable Information: Relevant results ensure that findings are meaningful and can be acted upon to achieve ROI
Nexidia Search performs ad-hoc searches across large volumes of audio.
Forensic Search: Conduct ad-hoc searches across large volumes of audio. Use forensic search to help identify the most relevant calls within a given call category. Search for and listen to only those calls which contain key phrases pertaining to a specific initiative or issue.
- Extremely Accurate: Nexidia enables you to search and find what you want - all without extensive training, large dictionaries or vocabulary updates. You'll get contextually relevant results more quickly using proximity searches that highlight content spoken within a specificed timeframe of other words and by using Boolean terms like AND, OR and NOT.
- Multiple Language Support: Effectively search audio data in any of 35 supported language. Get accurate results regardless of speaker's gender, age, dialect, accent or speaking style.
Nexidia Analyze mines caller intent, provides advanced reporting and delivers root cause analysis.
- Call Categorization: Calls are grouped into key subject areas based on phrases associated with a particular call type. The automatic grouping eliminates the error rate associated with agents tagging calls and allows companies to focus on the call types and issues most affecting customers.
Root Cause Analysis: By categorizing calls and performing additional analysis through methods such as ad-hoc searching, call driver discovery and listening to specific audio, call centers are able to determine the root cause of both agent and process issues.
Advance Reporting: Fast, high-level overviews show, at a glance, the most relevant information needed to make decisions and create action plans. Reports can be tailored by user or key initiative to ensure easy manageability.
FCR Analysis: Custom reports target the most common repeat call topics. Relationship mapping shows the cause and effect link between the reason for the initial call and any subsequent calls received.
- Fast and Scalable: Delivers the fastest available indexing speeds in the industry - Using just one server, you can process more than 20,000 hours of audio data per day, and can integrate multiple servers together to double or even triple this capacity.
- Lower TCO: By eliminating expensive hardware, Nexidia delivers the lowest total cost of ownership of any speech analytics system. And because we deliver the fastest, most relevant results, you get a return on your investment faster.
- Easy to Integrate: Nexidia integrates easily with existing platforms, including switching environments and legacy call recording platforms. Our core technology is based on an open systems framework, enabling our system to work with virtually any audio data.
- Improve Key Metrics: Quickly and easily gather the information needed to understand and improve average handle time, first call resolution, sales effectiveness and compliance.
Nexidia Evaluate manages agent performance against strategic corporate objectives.
User-Defined Quality Initiatives: By categorizing calls, qualitative and quantitative information can be gathered and the results can be tracked at the site, team and agent levels to drive corporate initiatives.
Drill Down Capability: Ensures that actual audio is always a click away and that supervisors do not spend extraneous time searching for relevant calls that can be used in agent evaluation.
Easily Read Dashboards: Results can be seen at a glance. Allows supervisors to see how goals are being met by the company, by the team or by the specific agent.
Customizable Assessments: Scoring can be performed on all recorded calls or ones that meet specific criteria. Forms integrate with existing coaching tools so action plans can be quickly set.
- Flexible Solution: Allows for quick changes, expansion and integration. As key initiatives, teams or performance metrics are re-evaluated, Nexidia Evaluate is easily modified to meet changing contact center needs.
- Manage Performance: Allows contact center performance to be managed more accurately against corporate objectives
- Timely Feedback: Receive results in near-real time enabling prompt coaching and training
- Increase Accuracy: By utilizing 100% of calls, monitoring is no longer based on small sample sizes so trends can be analyzed
- Decrease Training Dollars: Target training to specific agents for specific objectives versus a blanket approach
- Increase Retention: Make each agent more a more successful, valued team member
- Improve Customer Service and Loyalty: Provide a better customer experience through improved agent performance
Nexidia Capture records and stores calls and meta-data directly from the switching environment. Nexidia Capture also has an optional screen capture module.
- Direct Interface: Extractor API allows call centers to tap into either a traditional switching environment or VoIP networks.
- Eliminate Legacy Recording: Nexidia Capture records calls and meta-data directly from the switching environment, allowing call centers to by-pass a legacy recording system.
- Data Storage: Data is stored in a standard file system architecture ensuring easy integration.
Screen Capture: An additional option for screen capture allows contact centers to gain a complete view of agent and business processes by combining the audio with a visual record of the agent's desktop.
- Efficient Processing: By eliminating the need for legacy recording, audio is more easily processes leading to a quicker and more efficient approach for implementing speech analytics.
- Lower TCO: The elimination of expensive hardware or third-party recording vendors brings a lower total cost of ownership.
- Real-Time Results: Capturing directly from the switch means analysis can be done in real-time allowing companies to provide tools such as screen prompts based on the live call.
Nexidia Scan integrates with CRM systems and knowledge bases to provide real-time information through alert triggers and screen prompts.
- Direct Integration: Defined API set integrates with CRM systems and knowledge bases.
- Real-Time Results: When utilizing Nexidia Capture to record directly from the switching environment, Nexidia Scan provides real-time analysis. By integrating with knowledge bases and CRM systems, agents can receive real-time information, alert triggers and screen prompts based on live call activities.
- Timely Results: Back-end analysis of recorded calls can now be directly incorporated into live call stream, allowing for real-time analysis and results.
- Reduce AHT: By minimizing time spent searching for information in knowledge base, agents can resolve calls quicker, leading to lower AHTs and improved customer service.
- Increase Sales: Making agents aware of cross-sell and up-sell opportunities while call occurs leads to greater conversion rates.
- Improve FCR: By ensuring agents have the info needed to correctly address the customer's issue, repeat calls can be reduced.
