|[June 14, 2012]
Nexidia Announces New Release of Call Recording Software
ATLANTA --(Business Wire)--
a leading provider of customer interaction analytics solutions for
business transformation, today announced the latest version of Nexidia
Capture, the next generation of its call recording product. Capture
now integrates into both traditional (TDM) and Voice over Internet
Protocol (VoIP)-based networks and allows users to easily implement
interaction analytics on a broad scale. For companies seeking to record
agent desktop activity, screen capture is an optional feature, giving
contact center managers access to synchronized audio and screen
recordings of interactions between agents and customers. Capture, when
implemented with the agent evaluation forms and dashboard monitoring of Nexidia
Interaction Analytics, provides a full featured recording and
quality management solution. When combined with Interaction Analytics,
pricing for Capture starts at $60 per channel per year, or for perpetual
licenses, at $100 per channel.
Companies relying on legacy
call recording platforms often face challenges in obtaining their
recordings in a timeframe and manner most beneficial to their analytic
needs. The ability to record 100% of calls with unfettered access to the
recordings is central to a company's ability to perform meaningful
analysis, which is critical in managing agent performance. The challenge
with traditional recording solutions is that they often only record a
small portion of interactions, limiting the types of analysis that can
be performed. Additionally, the recordings and associated data are often
stored in formats that are artificially difficult to extract. This
results in unnecessary costs and delays.
Nexidia (News - Alert) Capture facilitates best of breed customer interaction
analytics. Nexidia's method of storing recordings with industry standard
encryption formats ensures not only reduced costs, but more importantly,
open, but secure access to recordings. Capture records customer
conversations in a VoIP environment without the need for specialized
recording boards and servers, allowing customers to use their own
standard hardware or virtual machines. For companies who have not yet
migrated to IP telephony, Capture also records calls from many common
phone switches by tapping phone trunk lines.
"We believe that analytics should drive audio recording, not the other
way around," said Jon Ezrine, Nexidia's SVP and Chief Operating Officer.
"Our clients now have an alternative when they find that working with
their existing, outdated recorder is too difficult and too expensive.
With Nexidia, companies can record 100% of their calls. And when Capture
is combined with Nexidia Interaction Analytics, companies have a robust
solution for both quality and performance management."
Nexidia provides 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/.
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