TalkTalk, the U.K.’s leading value-for-money provider of broadband, telephony and mobile services, has chosen Nexidia (News - Alert) Advanced Interaction Analytics to provide quality, compliance and performance consistency across its network. This agreement will see Nexidia’s onDemand hosted and Managed Analytics and Business Services incorporated into TalkTalk’s operations.
Serving over 4.2 million customers, TalkTalk has seen its customer base grow as a result of combined organic growth and acquisition. The company has spent the last year integrating its businesses to offer more efficient services at competitive prices using innovative products.
Nexidia’s Analytics will help consolidate this growth through quality monitoring, consistent customer care and agent performance management.
“TalkTalk is a very agile organization and we respond very quickly to changing market demands,” said TalkTalk consumer operations director, Geoff Smyth. “The Nexidia solution will now access the ‘Voice of the Customer’ intelligence in 100 percent of our calls, from all customer touch points across our Consumer business.” Smyth added that Nexidia’s solution will provide better visibility and control over distributed operation in an already tightly regulated environment resulting in better experience for customers.
Nexidia’s solution is more than a shallow statistics tool for call center interactions. The solution uncovers critical business issues with root-cause analysis to determine the best actions that will bring meaningful business change. It ensures compliance and correct sales procedures are followed while outlining targeted training needs for agents across an enterprise.
The solution is also capable of extracting calls from disparate, international call recording environments and reroute them to one central location where they can be analyzed. As a vendor-independent analytics provider, Nexidia is able to retrieve calls from any call recorder on the market at a fast and accurate rate, allowing 100 percent access to the calls for business insight.
The solution is scalable on the market and the implementation of the solution with TalkTalk is proof of its ability to deliver business value to clients.
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Edited by Braden Becker