Convergys Analytics and Nexidia Announce Partnership

Convergys and Nexidia have entered into a partnership that combines Convergys' customer experience analytics expertise with Nexidia's speech analytics technology.

Convergys Analytics will use Nexidia's Interaction Analytics technology to allow its clients to gain access to unstructured customer feedback found in spoken conversations between contact center agents and customers. Convergys' analysts will leverage the data to uncover, explore, and recommend corrective action to resolve clients' underlying business issues impacting the customer experience.

Convergys, which offers some of its own call center technologies, does not provide speech analytics in its portfolio.

"Convergys is a leader in the outsourcing space, and it continues to build out its offerings," says Trevor Chamberlain, vice president of channels and alliances at Nexidia. "It wanted to provide [analytics] to the customers that it provides agent services to."

Convergys, he adds, “handles a lot of calls for a lot of customers, and it wanted to be able to provide insight into what customers are saying.”

For Nexidia, the partnership provides "another route to market," according to Chamberlain. "It gives us the ability to combine our offerings with others that Convergys offers," he says.

According to Chamberlain, Nexidia and Convergys already share a lot of the same clients, so the partnership made a lot of sense for both companies.

"Convergys Analytics will bring powerful outcome-based solutions to some of the largest companies in the world," Chamberlain says. "Convergys' clients can begin realizing the benefits of this combined analytics solution immediately."

"Every call coming into a contact center contains critical customer insight," said Mike Cholak, vice president of Convergys Analytics, in a statement. "Our partnership with Nexidia helps enrich our clients' understanding of their customers. We're excited to use this capability to help them design more informed customer experience strategies."

The solution is immediately available, and Chamberlain says sales activities between Convergys and Nexidia are already underway. Other product pairings might also be on the horizon.

Nexidia "will continue to evaluate solutions that we can take to market with [Convergys]," Chamberlain says. "We'll definitely be looking at additional joint solutions that we can bring to market."

Chamberlain also points out that Nexidia is "excited at the opportunity" to work with Convergys and expects the partnership to be "hugely successful" for both companies.

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