Nexidia Customer Teligence To Present Contact Center Best Practices at SpeechTEK 2011Case Study Examines Efficiencies and Cost Savings Gained by Leveraging Advanced Speech Analytics Technology
ATLANTA, GA – JULY 27, 2011 – Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced that its customer, Teligence, the leading North American provider of phone-based social media services, will discuss best practices for using speech analytics in the contact center at the SpeechTEK 2011 Conference and Exhibition August 8 in New York City. Camilo Bandera-Ortega, Teligence’s sales and customer service manager, will discuss how using Nexidia’s patented phonetic technology, including its award-winning Enterprise Speech Intelligence (ESI) suite of products, improved agent performance, increased service levels without adding staff, and lowered agent costs by more than 60 percent. By leveraging Nexidia’s patented phonetic search technologies, Teligence gained a competitive edge with key metrics improving significantly, including first call resolution, average handle time, and average speed to answer.
“With Nexidia, we look for issues such as long hold times, adherence to scripts, general process issues and automation issues,” Bandera-Ortega said. “Now we proactively manage agents with better coaching, which has led to improvements in quality, reduced silence time and reduced hold times.”
Bandera-Ortega will present the Teligence case study Monday, August 8, at 10:15 a.m. in Room C 101 of the Hilton New York City. With more than 10 years experience managing customer contact centers, Bandera-Ortega is responsible for the implementation and integration of customer-facing technologies and outsourcing relationships.
“Nexidia focuses on continuous innovation to help our clients’ improve their interactions with their customers and build a stronger foundation that supports healthy growth,” said John Willcutts, Nexidia’s president and chief executive officer.
Nexidia was recently named the 2011 Market Winner in Speech Analytics by Speech Technologymagazine for the fifth consecutive year. The award will be presented during SpeechTEK 2011. During the conference, Nexidia will demonstrate its patented technologies in Booth 222.
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.