PRESS RELEASE: Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced significant advancements in its speech analytics technology and applications with the upcoming release of Nexidia Interaction Analytics 11.0. This new release represents the next generation of customer interaction big data analytics allowing the enterprise to capture, synthesize and disperse the business intelligence locked inside multichannel customer interactions.
Neural Phonetic Speech AnalyticsTM
Nexidia has always invested in original speech technology research and invented the process of rapidly searching audio known as phonetic indexing. Nexidia’s latest technology innovation, Neural Phonetic Speech Analytics™, smartly combines the strengths of Large Vocabulary Continuous Speech Recognition (LVCSR) and phonetic indexing in a way that offers the most scalable, accurate and flexible solution available. Neural Phonetic Speech Analytics produces a word-level transcription of the audio, a phonetic index and customer sentiment scores using advanced neural networks and language models that have been built with real-world conversational audio. The output that is produced can be analyzed to facilitate the rapid discovery of interaction content, uncover emerging topics, quantify related phrases and categorize interactions by topic, based on business logic. Once these topics are organized, the Neural Phonetic Speech Analytics technology can search the phonetic index for these same topics at a speed and scale unparalleled by other solutions. When words or business logic need to be changed, the system can rapidly re-query the index without having to re-process the audio.
“Given their position as a market leader in speech analytics solutions, Nexidia has always been known to push the envelope,” said Paul Stockford, president and chief analyst of Saddletree Research. “Nexidia Interaction Analytics 11 raises the bar once again in terms of the role of speech analytics in the contact center and in the enterprise at large. By introducing Neural Phonetic Speech Analytics™, Nexidia has demolished the barriers that once divided speech analytic technologies. They continue to focus on innovating technological advancements that drive more powerful outcomes from their solution at the speed and scalability that today’s top organizations demand.”
Nexidia Search GridTM
Big data customer interaction analytic solutions require a scalable architecture – as such, all of the processing of Nexidia’s Neural Phonetic Speech Analytics is deployed to the Nexidia Search Grid architecture. Nexidia Search Grid utilizes a MapReduce-style framework to allow massively parallel, multi-tenant distributed processing of data on commodity hardware or in the cloud. A Nexidia Search Grid configuration can expand when interaction volumes increase or data retention periods grow. Where other solutions require multiple instances of software in order to keep up with large implementations, Nexidia Search Grid manages these large implementations with one logical instance of the system.
Nexidia Interaction Analytics 11.0
Nexidia has incorporated the above technology advancements in order to drive powerful and flexible new functionality into its core customer interaction analytics product, Nexidia Interaction Analytics 11.0. This new edition of the application includes significant new capabilities that enrich the early discovery process, making it easier and faster to organize topics, categories and metrics and to drive metric-based quality and performance management.
The early discovery enhancements make it even easier for users to begin exploring interaction data and uncovering emerging issues without having to know what to look for in advance. Users can navigate through word clouds to understand the relationship of different topics and the relative occurrence of these issues and uncover the root cause of key issues. Customer sentiment is measured on each interaction and can be used to understand the issues that relate to high and low customer satisfaction. Simplified query building tools allow even a novice user to organize categories and topics with advanced business logic. Important new discovery features include:
- Advanced word clouds that can display which key phrases are spoken predominantly by customers or agents
- Ability to filter word clouds or analysis based on high or low customer sentiment scores, speaker or phrase location within a call
- Graphical display of the related phrases and relative quantification of occurrence that can be manipulated by the user to dynamically explore the relationships of key terms
- Automatic call categorization with a “top ten” view
- Sentiment analysis – analyze calls sorted by positive or negative sentiment and view how sentiment trends within a call
- Call transcription that can be viewed when replaying a call recording
- Drag and drop structured query creation capabilities that use automatically surfaced phrases to build advanced categorization of interactions with business logic
Nexidia Interaction Analytics 11.0 includes advanced metrics-based performance management capabilities and a complete quality management and agent evaluation functionality. Managers can create custom key performance metrics about the business issues that matter the most based on the events that happen within a customer interaction. Front-line managers and agents have access to dashboards where they can see how individuals are performing compared to the rest of the organization and target coaching to address behaviors that don’t align to best practices. Additional new performance management features include:
- Evaluations that can be accessed directly by agents and viewed or completed themselves
- Auto-fill evaluation questions
- Enhanced reporting for evaluations and coaching
- The expansion of what can be measured, both within the audio and from the metadata, allowing for more granular metric creation
“My research into customer experience management shows that companies have realized they need a more complete view of their customers and the interactions they have with them,” said Richard Snow, vice president and research director at Ventana Research. “The latest version of the Nexidia product uses advanced speech and text analytics to provide companies with such a view. From uncovering trends in customer comments and sentiment to tracking that information all the way down to root cause and then applying a metric-based quality management approach, the Nexidia product supports companies in their efforts to improve interaction handling and the overall customer experience.”
Nexidia Scan and Live Agent Assist
With the release of version 11, Nexidia’s real-time monitoring solution, Nexidia Scan and Live Agent Assist, has been enhanced to include real time customer sentiment scores. Real-time sentiment determines the emotional state of the call based on both the acoustic properties and phrases that indicate positive and negative sentiment throughout the call. Users identify interactions where the customer or agent may be in a negative emotional state. Supervisor consoles allow front-line managers to monitor calls that may be deteriorating.
“At Nexidia, we constantly strive to innovate and develop the best technologies and solutions for the market and our customers,” said John Willcutts, president and chief executive officer of Nexidia, Inc. “With the great leaps forward we’ve made with our speech analytics technology and its impact on Nexidia Interaction Analytics 11.0, we are confident we’re allowing our customers to maximize the business intelligence they can achieve from their customer interactions and apply it to their increasingly complex business challenges. We’re prepared to meet their growing needs and ensure they have the most sophisticated solution available to deliver best in class results.”
Nexidia provides 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 center 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://nexidia.com.