Aspect and Nexidia partner to bring expanded speech analytics to Aspect’s unified interaction management and workforce optimisation solution
Integration of Nexidia’s ad-hoc and real-time speech analytics will improve customer experience, enhance operations and provide cost savings to Aspect customers
Aspect, a leading provider of customer contact and Microsoft® platform solutions, today announced that it is partnering with Nexidia, a market-leading provider of audio search and speech analytics solutions, to integrate Nexidia’s speech analytics applications with Aspect’s unified interaction management and workforce optimisation solution to enhance the quality of customer interactions.
Nexidia Evaluate will be integrated with Aspect’s workforce optimisation platform to enable rapid ad-hoc searches of audio in large volumes. By gaining insight into holistic customer-agent dialogue, Aspect customers will now be better able to focus their efforts on the most relevant customer inquiries on specific issues or initiatives and easily identify and resolve problem areas. This information can be used by the customer to better pinpoint training opportunities for agents and to address regulatory and compliance requirements. The addition of Nexidia Evaluate functionality also expands the potential for speech analytics in the back office and across the enterprise. Customers will be able to:
- Track performance at site, team and agent levels based on the goals and thresholds they have set such as handle time, empathy, regulatory compliance, upsell attempts, and more.
- Listen to relevant calls without extensive search time and use 100% of the recording rather than random sampling.
- Leverage the insight from the Evaluate functionality to correlate quality and performance with business results to see the direct effects of agent evaluation and targeted coaching on customer retention, customer satisfaction, and the bottom line.
- Support non-English languages for truly global customisation.
“The use of speech analytics continues to enhance customer understanding and improve the customer experience, clearly confirming its growing value to today’s advanced contact centres,” said Jim Davies, research director, Gartner Research. “When fully integrated into contact centres solutions, end users can create potent opportunities for providing actionable insights into agent interactions with customers that should improve agent performance, build stronger customer relationships and reduce operating expenses.”
Aspect plans to also integrate Nexidia Scan, which captures and analyses dialogue in real time, with its Aspect Unified IP® solution. This integration will streamline work flow and enable more intelligent decisions during customer interactions. The integrated solution will also support the intelligent routing and flow of information throughout an organisation. With the Aspect Unified IP platform capabilities, this intelligence can integrate with CRM systems and knowledge bases to provide agents with real-time alerts and screen prompts which could:
- Identify cross-sell and up-sell opportunities faster to improve business’ conversion rates.
- Flag potential fraud to minimise risk.
- Alert agents to potential defectors to improve retention rates.
“The partnership with Nexidia augments Aspect’s existing speech analytics offering, giving the company unique global capabilities that will enable us to offer both forensic search and insightful interactions analysis that work across other recording platforms,” said Serge Hyppolite, vice president of product management, Aspect. “Leveraging Nexidia’s speech analytics technology provides Aspect’s customers with deeper intelligence and greater flexibility in their search functionality. From simple ad hoc searches of recorded data to information discovery and eventually real-time search, these extended capabilities will enable our clients to harness the broad potential and rapid ROI of speech analytics across their contact centres and enterprises.”
“Both companies are closely aligned in our commitment to provide high-performing, customer-centric solutions that enable organisations to leverage the benefits of speech analytics,” said Jon Ezrine, Nexidia’s senior vice president and chief operating officer. “The partnership between Aspect and Nexidia offers organisations a robust solution backed by two industry leaders that will provide improved customer service and more efficient operations.”
Nexidia provides customer interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact centre to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit http://www.nexidia.com.
Aspect builds customer relationships through a combination of contact management, workforce optimisation and Microsoft unified communications and collaboration platform solutions, enabling organisations to meet the expectations of today’s technology-savvy, socially connected consumer by bringing customer contact to every key functional area of the enterprise and its partner ecosystem. Aspect is recognised by global industry analysts for its successful track record of helping companies achieve strategic objectives, deliver operational efficiency and enhance customer satisfaction. Aspect enables organisations of all sizes to meet their business goals with the combined power of time-tested software and professional services, including more than two-thirds of the Global Fortune 50. For further information, visit www.aspect.com.