ATLANTA –– Nexidia, a provider of customer interaction analytics solutions for business transformation, has received a new U.S. patent for its unique first-call resolution analysis technology, which provides deep insight into the reasons customers repeatedly call contact centers.

The Enhancing Call Center Performance award (U.S. Patent 8,051,086) expands Nexidia's intellectual property portfolio to 13 U.S. patents since 2007.

Central to Nexidia Enterprise Speech Intelligence (ESI) 9.0, the patented first-call resolution (FCR) tools analyze 100 percent of calls into a contact center, including the spoken content and the meta-data about every call, to reveal the total customer experience. Nexidia's FCR analysis provides deep insight into agent-customer interactions and enables contact centers to pinpoint ways to improve the customer experience and increase customer loyalty.

The inherent scalability of Nexidia's patented technology allows it to process and analyze 100 percent of the calls coming into a contact center.By combining spoken content understanding with meta-data such as a customer identifier, Nexidia's FCR analysis tool shows an entire call history for any customer and can pinpoint every time a customer has called to address a specific topic or issue. This allows contact center operators to quickly identify and correct any business or process issues that are driving this repeat call behavior.

"Nexidia continues to build on its portfolio of intellectual property in order to meet contact centers' need for superior analytics technology that improves and grows their businesses," said John Willcutts, Nexidia's president and CEO.

About Nexidia
Nexidia provides customer interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit http://www.nexidia.com.