TMCnews Featured Article

Nexidia’s (News - Alert) Interaction Analytics software will now be utilized by Atlantic Coast Media Group (ACMG), extending the association between the two organizations. The Interaction Analytics software from Nexidia will be deployed by ACMG at all its contact centers, guaranteeing the best possible customer service, agent performance and conformity.

Popular women-oriented skin-care products are promoted by ACMG across the Internet, television and retail locations across the country. The organization offers customer service, sales and marketing assistance through its several contact centers, which employ hundreds of agents.

Nexidia’s pioneering contact center analytics software, Interaction Analytics, allows contact centers to capture, blend and separate important business intelligence, which was previously only available inside several types and forms of multichannel customer interactions, in a simplified manner.

ACMG is extending its contact center capabilities with Interaction Analytics, thereby guaranteeing quality among agents. The implementation also ensures that performance management coaching tactics are pursued by the agents.

ACMG will utilize the latest software for both outbound and inbound calls to ensure agent compliance for all customer interactions.

“Interaction Analytics enables ACMG to move beyond performance management and into increased quality assurance and compliance,” said Robb Auber, VP, Call Center Operations, ACMG. “Because our contact centers are critical touch points for customer service and satisfaction, we want to provide that our agents optimize each customer experience and remain in compliance with each and every call. Our expanded relationship with Nexidia allows us to achieve this goal with a solution that is affordable, scalable and easy to implement.”

Nexidia’s Analytics OnDemand Program will be used by the organization to offer the latest Interaction Analytics solution as a hosted service. ACMG will be assured quicker implementation cycles with this solution. As compared to other on-premise offerings, Nexidia’s latest offering will ensure a lesser total expenditure of ownership and a quicker return on investment.

Said John Willcutts (News - Alert), CEO at Nexidia: “Responsiveness to customer needs can make or break a brand. With Interaction Analytics, ACMG can positively impact both customer loyalty and their bottom line at the same time.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.