ACMG Expands Relationship with Nexidia
Atlantic Coast Media Group (ACMG) has further expanded its relationship with Nexidia by investing in Nexidia Interaction Analytics software.
ACMG will implement the solution across its contact centers to continue to help ensure the highest levels of customer service, agent performance and compliance.
ACMG markets skin-care products for women. Marketed across the Web, on television, and in retail locations nationwide, the company has multiple contact centers with hundreds of agents to support its customer service, sales, and marketing efforts.
Interaction Analytics is Nexidia's next-generation contact center analytics software. It enables contact centers to capture, synthesize, and disperse critical business intelligence formerly locked inside different types and forms of multichannel customer interactions. With Interaction Analytics, ACMG is expanding its contact center capabilities to further implement quality assurance to provide that its agents are following performance management coaching strategies. Moving forward, the new software will be used for all outbound as well as inbound calls, to provide that its agents remain in compliance throughout each customer interaction.
"Interaction Analytics enables ACMG to move beyond performance management and into increased quality assurance and compliance," said Robb Auber, vice president of call center operations at ACMG, in a statement. "Because our contact centers are critical touch points for customer service and satisfaction, we want to provide that our agents optimize each customer experience and remain in compliance with each and every call. Our expanded relationship with Nexidia allows us to achieve this goal with a solution that is affordable, scalable and easy to implement."
The new Interaction Analytics solution is being delivered via Nexidia's Analytics OnDemand Program as a hosted service. This provides ACMG faster implementation cycles, a lower total cost of ownership and a faster return on investment compared to legacy on-premise alternatives.
"Responsiveness to customer needs can make or break a brand," said John Willcutts, CEO of Nexidia, in the statement "With Interaction Analytics, ACMG can positively impact both customer loyalty and their bottom line at the same time."