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Nexidia and Vertex Business Services Partner to Transform Customer Experience for Utilities Suppliers

Unique market offering combines Nexidia's customer interaction and speech analytics capabilities with Vertex's deep industry expertise.
Posted Oct 22, 2014
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Nexidia, a provider of customer interaction analytics solutions, and Vertex Business Services, a provider of customer experience management for the utilities industry, today 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.

The two companies formalized the partnership after demonstrating strong results from an ongoing multiyear engagement with one of the nation's largest regulated electric transmission and distribution service providers to more than 10 million customers.

With Nexidia, the contact center is able to tap into the voice of the customer by analyzing 100 percent of calls—amounting to approximately 1.5 million a year—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 it 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 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," said Andrew Jornod, Vertex Business Services' president, in a statement. "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 VertexOne, 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 CEO, in a statement. "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."


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