Saddletree Research, a company offering leading-edge industry information on contact center market segments, has applauded Nexidia (News - Alert) for its efforts in introducing multi-channel customer interaction analytics for contact centers, in a recently released Industry report.
Nexidia has been offering its Advanced Interaction Analytics for the healthcare, communications, financial services and technology industries mines interactions for business intelligence and delivers intuitive, customized dashboards and reports for users at every level of an organization.
The Advanced Interaction Analytics provide surface level information and statistics about call center interactions and also opens up the issues impacting businesses and provides root-cause analysis to determine the best actions to take to bring about meaningful business change.
According to Saddletree Research president and author of the research, Paul Stockford, Nexidia Interaction Analytics breaks through the barriers that have traditionally separated speech and text channels for the purpose of data mining and analysis.
Stockford adds that Nexidia's seamless integration of disparate customer communications channels creates a unique means for mining interactions for business intelligence.
Saddletree Research has also mentioned Nexidia's contribution to its customers in specific market segments which has led to the development of important features such as easy to use dashboards and key performance indicators (KPIs) for specific vertical markets including healthcare, communications, financial services and technology sectors.
"Nexidia Interaction Analytics creates a hub of interactions across all channels, including social media, and greatly simplifies the process of mining for customer information within these various channels," said Stockford. "Interaction Analytics essentially redefines the contact center analytics process and raises the bar in terms of expectations from an analytics solution."
Recently, TalkTalk, the UK s leading value for money provider of home phone, broadband and mobile services to consumers, has chosen Nexidia Advanced Interaction Analytics.
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Edited by Brooke Neuman