Nexidia Bulks Up Latest Version of Speech Analytics Software
analytics," Pellet says. "There is a whole other user set that is starting to request data from these types of things in the market."
The technology also provides front-line managers and agents with dashboards so that they can compare agent performance with the rest of the company and target coaching issues.
Additional new performance management features include:
- evaluations that can be accessed directly by agents and viewed or completed themselves;
- auto-fill evaluation questions;
- enhanced reporting for evaluations and coaching; and
- the expansion of what can be measured, both within the audio and from the metadata, allowing for more granular metric creation.
"They [business users] are looking to find things like, how effective a campaign was, or how sensitive is a customer to a competitor's pricing?" Pellet says. "Those are things that are traditionally outside of the contact center that other business entities want to know about. To go in and easily find these things is something that we put into this version, where a user can literally drag and drop to find things they want to look for and do analysis across 100 percent of the audio."
While the term big data can sound overwhelming, Pellet explains that big data mined from speech analytics simply includes taking everything that's said during a conversation or interaction. On the flip side of that, Pellet says that Nexidia has purposely been open with data generated through analytics. "As people are looking to do different forms of analysis, we allow them to do that with their own systems or they can use our systems to perform analysis. They have a choice."
“The 11.0 release blurs the lines between pure speech analytics and other technologies such as sentiment analysis,” says Dan Miller, senior analyst at Opus Research. “Nexidia is addressing the demands of enormous volume and scale. This new technology is enabling the company to do more of what they’ve been doing all along, which is speech analytics to build reports to support business objectives.”
Nexidia Interaction Analytics 11.0 is currently in beta, and will be available in a hosted model in the third quarter of 2014, and as an on-premises solution in the fourth quarter.
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