Nexidia today introduced Nexidia ESP, a new feature designed to help contact centers automatically gain visibility into the critical issues that are driving customer calling behavior. 

Like its name suggests, Nexidia ESP will automatically identify important events occurring within a call center, such as those that lead to increased call volume or call handle times. And since the system is totally automated, it works right out of the box with no advanced set-up or analysis required.

Nexidia ESP combines new techniques in unstructured language analysis with the company’s patented phonetic indexing and search process to automatically identify potential issues or trouble spots that need further investigation.

Core capabilities in Nexidia ESP include automatic identification of relevant topics, advanced speech analytics, and visual reporting and analysis.