Nexidia is a NICE analytics company that provides powerful tools to help organise, analyse and operationalise omnichannel contact centre interactions. It generates business insights to improve service delivery and enhance customer engagement.
Nexidia enables organisations to:
Drive Organisational Change - Customer interactions with contact centres provides insights that can impact the entire organisation. They can be used to quantify customer behavioral events such as competitive mentions, negative sentiment, unresolved issues and reactions to marketing offers enabling immediate action to be taken.
Harness Technology Advantages - Neural Phonetic Speech Analytics™ combines phonetic indexing and search with Automatic Speech Recognition (ASR) to provide the most scalable, accurate and flexible solution. This is provided by Nexidia Search Grid™, a MapReduce framework for building distributed interaction analytics applications that allows for volume or retention expansion while still maintaining only one logical instance of the system.
Leverage the Power of Big Data - Captures 100% of interactions adds crucial behavioral data about customer experiences to traditional transactional data. This increases the accuracy of predictive models and adds value to other big data applications.
Automate Data Exploration: Detects emerging trends across interaction channels without knowing what to look for.
Timely Results: Eliminates the need for user-initiated set-up and allows deeper analysis for faster, more timely insight.
Quickly Determine Impact: The system adapts as new phraseology comes into use, helping you to quickly see the effects of new improvement plans and marketing campaigns or to identify market conditions.
Ease of Use: Easy drag and drop interface makes it easy to organise topics and create effective queries for deeper analysis.
ANALYTICS & REPORTING
Call Categorisation: Identifies and sorts the most relevant calls within your custom categories.
First Call Resolution (FCR) Analysis: Finds and targets common repeat call types and shows relationships between those calls.
Root Cause Analysis: Determines the fundamental reasons customers interact with contact centres and identifies agent behavioral and process issues that need attention.
Advance Reporting: Provides easy-to-read and interactive dashboards that highlight relevant information to enhance decision-making.
User-Defined Quality Initiatives: Custom metrics gather quantitative information about agent performance.
Drill-Down Capability: Ensures that actual interactions are always a click away and eliminates time wasting searches for relevant interactions to use in agent evaluations.
Agent and Supervisor Portal: Dashboards show how individuals are performing compared to the overall organisation and identifies target coaching to ensure compliance with best practices. Agents can review their performance for each call type, as well as how they are performing relative to their peers.
Evaluations Without Interactions: Launch evaluation forms without the context of a call to evaluate agents on non-call criteria such as schedule compliance.
Quality Workflow Engine: Out-of-the-box evaluations workflow manages assignment queues and evaluation status, while providing the ability to group calls by alert type, queue and reviewer across a range of time period.