Nexidia

Resource Downloads

On this resources page you will find an extensive collection of materials to help you understand more about Nexidia’s phonetic search technology and applications. If you are having trouble finding what you are looking for, or would like to speak to a Nexidia representative, please contact us.

Speech Analytics in Action: A Product Tour

This demonstration uses a real-world example to illustrate the customer insights and business intelligence that can be derived using Nexidia's Enterprise Speech Intelligence (ESI) product suite.

Nexidia Evaluate Demo

When it comes to improving contact center operations, change begins at the agent level. With Nexidia Evaluate, contact center operators can apply speech analytics tools at the team and agent level and better manage specific agent performance as it relates to corporate objectives.

Nexidia Discover Demo

Nexidia Discover is a product designed to help contact centers automatically gain visibility into the critical issues that are driving customer calling behavior. Like its name suggests, Nexidia Discover will automatically identify important events occurring within a call center.

First Call Resolution Demo

Traditional FCR provides transactional information about calls, but doesn’t provide information about WHY those calls are taking place. But with ESI’s New FCR analysis tools, you get a more complete view of your contact center performance.

Speech Analytics & Nexidia 101 Demo

Take our 2-minute crash course. See how easy it is to find hidden value in your audio-based content.

How It Works Demo

This 3-minute segment describes phonetic search, Nexidia's unique approach to speech analytics and why it is far more effective than other methods.

Plaza Associates Video Testimonial

Mike Petrone and Jeff Stroum of Plaza Associates discuss how Nexidia ensures compliance and improves collector performance.

BlueCross BlueShield of Tennessee Case Study

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

EarthLink Video Testimonial

John Bowden, Sr. VP of Customer Operations at EarthLink, discusses their use of Nexidia to manage quality at multiple outsourced call centers and the significant cost reductions they have realized.

EarthLink Case Study

Speech analytics helps improve contact center process and quality.

Ventura Video Testimonial

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.

Ventura Case Study

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

Blue Cross NEPA Case Study

A health insurance company turns to analytics in search of the reason behind sky-high call volumes.

Insurance Customer Success Story

An insurance provider uses speech analytics to pinpoint IVR issues that accounted for 58% of misrouted and transferred calls.

Collections Customer Success Story

A debt collections agency uses speech analytics to reduce risk and improve collections performance.

Financial Services Customer Success Story

A national bank uses speech analytics to automate 100% of their auditing process without adding additional headcount, avoiding millions in potential liability and fines.

Telecom Customer Success Story

A teleservices provider increases their sales close rate by 33% using speech analytics to identify successful selling strategies.

Healthcare Customer Success Story

A healthcare company identifies millions in savings by using speech analytics to identify IVR improvements.

Retail Customer Success Story

A consumer electronics company reduces repeat calls by 48% with insights gained using speech analytics.

Technology Customer Success Story

A software company uses speech analytics to identify opportunities to deflect calls away from live agents, resulting in million dollar savings.

Reducing Average Handle Time: A Step-by-Step Approach Using Speech Analytics

CRMXchange presents a webinar outlining a detailed, step-by-step approach for using speech analytics to manage your average handle time. Speech analytics provides companies with the ability to collect the information needed to determine both the agent and process issues affecting their AHT.

Using Speech Analytics to Ensure Agent Quality in an Outsourced Environment

Customer Management IQ presents a webinar about the role of speech analytics in an outsourced environment. Speech analytics allows companies to measure outsourced agent performance while protecting the customer experience. EarthLink shares their outsourcer success story.

A New Approach to Quality – Using Speech Analytics to Measure Agent Performance Against Corporate Goals

CRMXchange presents a webinar about emerging trends in agent performance management. With speech analytics providing a complete analysis of all contact center activity, it is now possible to tell how agents throughout the company are performing against corporate objectives.

How Speech Analytics Can Help Give You More for Less

Customer Strategy Magazine presents a webinar about using speech analytics to gain a greater understanding of customers, improve service, win loyalty and save money.

The New FCR - Reinventing First Call Resolution with Speech Analytics

CRMXchange presents a webinar about using speech analytics to improve first call resolution, featuring JC Corrigan of Customer Analytics Consulting.

The Evolution of FCR - Evaluating the Experience, Not Just the Call

CRMXchange presents a webinar about measuring first call resolution in light of the customer's experience.

Use Speech Analytics to Identify Self Service Opportunities and Reduce Costs

A webinar about using the ‘voice of the customer' to increase self-service usage and deflect more calls away from live agents. Featuring Michel Guillet, Consulting Director, The Allen Group.

Reducing Cost-to-Serve in Health Insurance Contact Centers

A webinar featuring Maria Darras, Director of BlueCard Operations for BlueCross BlueShield of Tennessee.

Speech Analytics - Everything You Ever Wanted to Know

Webinar featuring case study by Neil Conway, Head of Operations for Ventura, one of the UK's largest contact center outsourcers.

Using Speech Analytics to Reduce Cost-to-Serve NOW

A webinar presentation about using speech analytics to reduce the cost of serving customers.

Speech Analytics in Healthcare

Webinar featuring case study by Bob McDonald, Director of Customer Service for Blue Cross of Northeastern Pennsylvania.

Speech Analytics in Financial Services

A webinar presentation about how financial services organizations benefit from Nexidia's speech analytics solutions.

Best Practices Series: Part 3

Part 3 in the Best Practices series focuses on using speech analytics for sales effectiveness.

Best Practices Series: Part 2

Part 2 in the Best Practices series focuses on improving first call resolution with speech analytics.

Best Practices Series: Part 1

Part 1 in the Best Practices series focuses on the importance of categorizing calls to identify areas of business impact.

2010 Frost & Sullivan Speech Analytics New Product Innovation Award

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.

Beyond Traditional Surveys: Speech Analytics Taps Into the Real Voice of the Customer

Customer surveys usually provide only directional information, because gaps in the survey methodology make it difficult to provide detailed information required to evaluate how customers truly feel and act. This paper shows how Speech Analytics helps to close the gaps.

Best Practices in Speech Analytics White Paper

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.

State of the Art: Sentiment Analysis

Sentiment analysis allows call centers to monitor customer/agent interactions and identify situations that drive dissatisfaction. This paper identifies the current state of the art and explores how sentiment analysis can be applied to improve contact center operations.