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UK LAUNCH OF NEXIDIA ESP AT CALL CENTRE EXPO - NEXIDIA ESP SIMPLIFIES SPEECH ANALYTICS FOR RAPID IMPLEMENTATION AND RELEVANT BUSINESS RESULTS

New feature provides automated analysis and intelligence from contact centre data


CALL CENTRE EXPO, Birmingham UK – 22ND SEPTEMBER, 2009 – Nexidia, the market-leading provider of audio search and speech analytics solutions, today introduced Nexidia ESP, a new feature designed to help contact centres automatically gain visibility into the critical issues that are driving customer calling behaviour. As its name suggests, Nexidia ESP will automatically identify important events occurring within a call centre, such as those that lead to increased call volume or call handle times. And since the system is totally automated, it works “right out of the box” with no advanced set-up or analysis required.

The demand for speech analytics solutions has shown strong growth in the call centre environment, but some companies have hesitated to adopt the technology due to a perceived complexity, particularly with respect to setting up and getting started. Companies often ask the question “How do I even know where to start my analysis?” Nexidia ESP answers this question by combining new techniques in unstructured language analysis, together with its patented phonetic indexing and search process, to automatically identify potential issues or trouble spots that need further investigation.

With Nexidia ESP, the company set out to solve the challenges that face other automated speech analytics approaches. For the results to provide meaningful insight, they have to be relevant to each individual call centre and point to issues that truly merit further exploration. Nexidia ESP accomplishes this with a unique approach that builds on the company’s renowned strengths in scalability and accuracy of speech processing, and introduces new techniques to filter results for maximum relevance and importance.

Core capabilities in Nexidia ESP include:

• Automatic Identification of Relevant Topics – Each company has its own unique language and phraseology, which can include product names, marketing promotions, and any other industry terminology that customers and call centre agents use when in conversation. Nexidia ESP automatically scans through relevant company information to compile a robust, company-specific set of the terms and phrases that are most likely to be significant. When combined with the generic vocabulary for a given language, this generates a custom vocabulary of the most interesting and insightful topics that may appear in the conversations. This whole process is performed automatically, with no user input, and can be run periodically to update the vocabulary as new terminology develops.

• Advanced Speech Analytics – Nexidia’s patented phonetic indexing process is recognised as the most scalable and accurate method for analysing any type of audio content. Nexidia ESP processes thousands of hours of audio per day with just a single server, analysing it against the custom vocabulary, computing baseline statistics, and detecting emerging trends. In addition to the search results for spoken terms, Nexidia ESP incorporates metadata from the recordings—including call duration, non-speech detection and other classifiers—to identify those topics that are not only the most frequent but also have the greatest impact on call centre operations.

• Visual Reporting & Analysis – Nexidia ESP provides visual reports to help customers interpret the results. Snapshots show at a glance which topics are currently the most important, and trend analysis shows which topics are either increasing or decreasing in rank. In addition, relationship charts show which topics are most closely aligned with each other. As with all Nexidia applications, users are only one click away from drilling into and listening to the actual calls behind any result. Finally, reports can be sent on a regular basis so the data is readily available, and alerting criteria can be established so immediate notifications are sent when results exceed defined parameters.

While Nexidia ESP’s automated diagnostics provide the most relevant answer to the question “What should I look for?,” they serve best as the starting point for customer care professionals to drill more deeply into their audio with the company’s flagship product, Enterprise Speech Intelligence (ESI). Results from Nexidia ESP can be transferred directly into Nexidia ESI’s query technology and applied consistently across the call centre to address business requirements like reducing call volumes, increasing customer satisfaction and improving first call resolution rates. And with Nexidia ESP running continually as part of the overall speech analytics process, call centre managers will be alerted automatically if any new or important issues arise that warrant further investigation.

“Nexidia is the market leader in providing speech analytics solutions that address business issues and show the strongest return on investment,” said John Willcutts, president and chief executive officer of Nexidia Inc. “With Nexidia ESP, we are now helping customers identify those critical contact centre operations issues faster than ever before, so they can make decisions to improve their bottom lines. Nexidia ESP is further evidence of our commitment to make speech analytics an integral part our customers’ investment in business intelligence.”

Nexidia ESP is available immediately and is included for all new customers as part of the company’s Proof of Concept and QuickStart OnDemand engagements.

 

 

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