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Nexidia and Merced Partner to Enhance Contact Center Agent Performance

Speech analytics firm teams with performance management expert for agent-level improvement.
Posted Nov 9, 2009
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Nexidia, a provider of audio search and speech analytics solutions, and Merced Systems, a provider of sales and service performance management software, will be partnering to address demand for improving agent performance in the contact center. The partnership includes integration of Nexidia’s flagship Enterprise Speech Intelligence (ESI) product with Merced’s core offerings Merced Performance Suite and Merced Incentive Compensation Management.

The integration will help joint customers to more accurately identify the root cause of performance issues and then quickly roll out targeted improvement campaigns based on accurate “voice of the customer” analysis. With direct access to individual agent calls, operations can link specific call recordings to performance improvement opportunities.

“Our partnership with Merced represents a breakthrough in agent performance management,” said John Willcutts, president and CEO of Nexidia Inc.  “Unlike the legacy call recording systems in place, which analyze only a small percentage of calls, Nexidia provides the scalability to analyze up to 100 percent of calls in a contact center.  With our integration into Merced’s Performance Management products, this intelligence can be driven directly into agent and team leader coaching routines, which ensures the highest level of performance improvement.”

Integration of the technologies will:

  • Allow speech analytics to identify issues that affect agent performance and pinpoint true root causes. This allows the customer to develop more targeted performance improvement campaigns focused on behaviors that drive key performance indicators (KPI) such as:

o  First contact resolution (FCR);
o  Average handle time (AHT);
o  Escalation rates; and,
o  Customer satisfaction. 

  • Improve the coaching and training of agents by:

o   Providing better organizational awareness of which behaviors are the biggest drivers of performance;
o   Delivering supervisors and coaches deeper insight into strengths and weaknesses of their employees; and,
o   Enabling the use of the recordings that underlie speech analytics within the coaching process.

“We’re proud to be collaborating with Nexidia,” said Mark Selcow, Merced Systems’ president. “By integrating speech analytics with sales and service performance management applications, joint sales or service customers can quickly and effectively act on key voice-of-the-customer information.” 

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