To offer superior experience to its members, AAA Club Partners, Inc. has invested in a customer interaction analytics solution called Nexidia (News - Alert) Interaction Analytics.
The new solution is expected to provide the company with improved business intelligence and enhanced contact center reporting.
AAA Club Partners is a holding company comprised of 10 Partner Clubs of the American Automobile Association. The organization serves nearly 12 million AAA members in 20 states. The company also provides contact center services to the Partner Clubs through its wholly-owned subsidiary, ACP Services, LLC.
According to Betsy Lee, senior vice president of Contact Center Operations at ACP Services, Interaction Analytics will play a key role in helping the company improve overall customer service.
The company is also going to leverage this solution to obtain enhanced reporting back to its club member organizations.
ACP Services has opted for the hosted version of the Interaction Analytics solution to reap the benefits of a hosted solution. In addition to hassle free implementation, the hosted analytics solution will provide lower total cost of ownership and a faster return on investment compared to traditional on-premises deployments.
In today’s competitive environment, capturing all the multichannel interactions occurring between your agents and your customers is not easy. Organizations must make sense of this unstructured data and get it into the hands of the policy makers. But it can prove to be a complex task.
Nexidia Interaction Analytics takes the pain out of this entire process. This next-generation contact center analytics software allows contact centers to capture, synthesize and disperse the critical business intelligence formerly locked inside different types and forms of multichannel customer interactions.
Moving forward, ACP Services will use this information to drive improvements in contact center processes and increase agent performance.
“Our mission is to help forward-thinking organizations like ACP Services optimize business practices,” Nexidia president and CEO, John Willcutts (News - Alert), noted in a statement. “With Nexidia, ACP Services will positively impact the bottom line, but even more importantly, ensure customer loyalty.”
Last week, Nexidia announced it has released major product upgrades to its Audio Discovery software. Nexidia Search 10.0 and AudioFinder 4.0 both incorporate new and improved features designed to increase efficiency for search and review of audio and video Electronically Stored Information (ESI (News - Alert)).
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Edited by Braden Becker