Nexidia and Vertex Business Services Announce Partnership to Transform Customer Experience for the Utilities Industry

PRESS RELEASE: Nexidia and Vertex Business Services announced a strategic partnership targeted to helping North American utility companies transform their customer engagement processes and boost profitability. The partnership creates a unique market offering—VertexOne Speech Analytics for Utilities—by combining the best-in-breed capabilities of the market leader in customer interaction and speech analytics with the deep expertise of an innovative industry thought leader.

The two companies formalized the partnership after demonstrating strong results from an ongoing multi-year engagement with one of the nation’s largest regulated electric transmission and distribution service providers serving over 10 million customers. With Nexidia, the contact center is able to tap into the voice of the customer by analyzing 100% of calls—amounting to approximately 1.5 million a year—in order to perform sophisticated root-cause analysis, draw correlations, uncover trends, and drive predictive analytics. The data-driven approach has enabled the company to transform its customer interaction data into critical insights that have enabled them to optimize the customer experience, shrink cost-to-serve, boost operating efficiency and agent effectiveness, and ensure a smooth technology implementation, among other benefits.

Vertex Business Services selected Nexidia as its speech analytics partner after a rigorous vendor evaluation process; the company ultimately determined that only Nexidia Interaction Analytics™ demonstrated the accuracy, scalability, and flexibility required to capture and synthesize the massive volume of unstructured audio data. Powered by the company’s patented Neural Phonetic Speech Technology™, Nexidia’s award-winning solution is deployed in some of the world’s largest contact centers. This partnership enables Nexidia to not only further extend its reach into the utilities market, but also work with Vertex to define the industry-specific vocabulary to maximize the value of its solution.

“The utilities industry is rapidly evolving with greater service complexity and sophistication as customer expectations continue to rise. Vertex turned to speech analytics to deepen our customer analytics capabilities and drive greater value for our clients,” commented Andrew Jornod, Vertex Business Services’ president. “Based on the outcomes of our partnership with Nexidia, we believe every utility contact center should be running speech analytics. Vertex now offers speech analytics as a component of VertexOneTM, a new cloud-based platform for utility customer experience management that has state-of-the art technologies built in.”

“In industry after industry, we’ve helped forward-thinking enterprises drive real-world results, achieve business transformation, and gain competitive advantage by capitalizing on an untapped, yet highly valuable asset: the customer interaction data that floods into their organizations every day,” said John Willcutts, Nexidia’s president and chief executive officer. “We are delighted to be partnering with Vertex to extend our speech analytics capabilities into the utilities industry. With their unique blend of deep industry experience coupled with contact center and analytics expertise, this partnership offers an unmatched combination of best-in-breed capabilities and an exceptionally strong, high ROI value proposition.”

For more information, join Nexidia and Vertex Business Systems at the Utilities Analytics Week conference from October 22-24 in Newport Beach, California, where the two companies will co-present a case study detailing their engagement.