PRESS RELEASE: Customer intelligence just got smarter. Convergys, a global leader in customer management, announced today a strategic partnership with Nexidia, a leading provider of customer interaction analytics technology solutions. The partnership will combine Convergys’ customer experience analytics expertise with Nexidia’s state-of-the-art Speech Analytics technology – allowing a more focused level of insight.
Convergys Analytics will use the technology to offer its clients the ability to gain access to the often-untapped unstructured customer feedback found in spoken conversations between contact center agents and customers. Convergys’ analysts will leverage the data to uncover, explore, and recommend corrective action to resolve clients’ underlying business issues impacting the customer experience.
“Every call coming into a contact center contains critical customer insight,” said Mike Cholak, vice president of Convergys Analytics. “Our partnership with Nexidia helps enrich our clients’ understanding of their customers. We’re excited to use this capability to help them design more informed customer experience strategies.”
“Leveraging Nexidia’s market leading accuracy, scalability, and language support, Convergys Analytics will bring powerful outcome-based solutions to some of the largest companies in the world,” said Trevor Chamberlain, vice president of Channels and Alliances for Nexidia. “Convergys’ clients can begin realizing the benefits of this combined analytics solution immediately.”