Nexidia Partners with Cicero

Cicero, a provider of analytics and automation software for the back office and contact center, and Nexidia, a provider of customer interaction analytics solutions, have paired up to deliver recording and desktop analytics for PCI compliance and deeper insight into customer interactions. The solution is being deployed for a large communications company who will use pause and resume, a capability that suspends the recording of sensitive information during the call, as well as screen capture to gather valuable metadata from the agent's desktop.

Cicero Discovery collects targeted data and events from existing applications running on agents' desktops to analyze call handling behavior, identify customer characteristics, and drive agent workflows.

Cicero Discovery augments Nexidia's recording platform, Nexidia Capture, to provide Desktop Trigger, an enhanced PCI-compliant capability for the agent desktop. Nexidia Desktop Trigger automatically triggers the call-muting and screen-masking features of Nexidia Capture during the portions of a call where sensitive information is discussed, such as when agents gather credit card information.

Nexidia Desktop Trigger tags call recordings and screen captures with business event data gathered from desktop applications, as well as the point in time specific events occurred during interactions with customers. This information can be used with Nexidia Interaction Analytics, a complete customer interactions analytics solution, as additional metadata to further refine insights into agent efficiency and customer experience.

These new solutions extend Nexidia's capabilities to derive actionable intelligence from the customer interactions while ensuring regulatory compliance.

"Together with Cicero Discovery, Nexidia offers a simple and low-cost way to bypass the sometimes difficult task of acquiring data from other parts of an enterprise. Nexidia's Desktop Trigger integrates with any desktop application and can be deployed without any changes to the actual application," said John Willcutts, Nexidia's CEO, in a statement. "That level of functionality ensures less complexity up front and more security and PCI compliance."

"This multidimensional partnership between Nexidia and Cicero represents a unique value proposition for the contact center; one in which the whole is greater than the sum of its parts," said Saddletree Research Chief Analyst Paul Stockford in a statement. "This powerful technology combination addresses customer experience optimization and regulatory compliance with equal authority and benefit, creating a new class of customer care solution for today's rapidly evolving business and customer service environment."

"Cicero Discovery is delivering new actionable information about how employees use technology that companies have not had access to in the past. This new wealth of data is being used to identify key moments during customer interactions and employee tasks that need to be addressed, resulting in new training, processes, or technologies," said John Broderick, CEO of Cicero, in a statement. "We look forward to working with Nexidia by providing this new operational data they can use with their contact center customers."


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