Nexidia and Ydilo Ink International Alliance Agreement
Nexidia, a provider of audio search and speech analytics solutions, and Ydilo, a provider of advanced voice solutions and automated multichannel customer care services, today announced an international partnership agreement that will bring the latest speech analytics capabilities to the Spanish, Portuguese, and Latin American markets.
Using the Nexidia Enterprise Speech Intelligence (ESI) solution, Ydilo adds a new Speech2Business Intelligence service to its current automated customer care facilities, which already include advanced voice recognition and multimedia technologies. The additional facility will allow detailed, accurate analysis of 100 percent of agent-user interactions in contact centers to improve agent performance, increase efficiency and improve customer satisfaction. Initially this service will be launched within Spain and Portugal and ultimately across Latin America.
“With over 10 years in the voice technologies arena, Ydilo is constantly extending its portfolio of services to meet emerging customer needs,” states Jerónimo Gómez Sarralde, chief operations officer at Ydilo. “The incorporation of state-of-the-art phonetic search technologies from Nexidia into our solution-set is an invaluable next step. Phonetic indexing and search has been proven to be the fastest, most accurate way to deliver great business benefits in today’s busy multichannel customer environments. Our detailed research into the speech analytics market showed Nexidia’s product suite to be the most advanced, robust, and operationally-proven solution available.”
This new Speech2Business service will allow the quick extraction of meaningful intelligence from all customer calls, obtaining a range of business benefits that include improved agent performance, improved business processes, increased market intelligence, and controlled compliance, all designed to increase customer loyalty and satisfaction while reducing operating costs for Ydilo customers. These significant operational cost and business improvements can include:
• Improvement in First Call Resolution (FCR) rates;
• Reductions in average call times;
• Increases in collections and sales effectiveness; and
• Improved quality monitoring across all agents, including those provided by outsourcers.
“Ydilo are a leader in their field, with a detailed understanding of the voice technologies arena, an experienced in-house professional services team, and an extensive client base across many sectors, and are therefore an ideal partner for Nexidia,” adds Jonathan Wax, Nexidia vice president of EMEA. “Plus, their initial projects already have proven that they can use the Nexidia applications suite to deliver the business benefits to their clients.
“Today’s agreement with Ydilo is a foundational step towards expanding Nexidia’s partner network throughout EMEA,” Wax adds.