TMCnews Featured Article
March 02, 2012
Aspect's New Partnerships Improve its Product's Efficiency
By Nick McDonald, Contributing Writer
A provider in customer contact and Microsoft (News - Alert) platform solutions, Aspect, is collaborating with Nexidia to integrate speech analytics into its interaction management and workforce optimization solution to increase the quality of customer service. Nexidia’s Evaluate platform will be used alongside Aspect’s (News - Alert) optimization platform to help gain insight into customer-agent dialogue and allow Enabling Aspect platform users to focus their efforts on the most relevant customer inquiries, issues or initiatives, and solve them efficiently. With the addition of Nexidia (News - Alert) Evaluate users can also better leverage speech analytics across the entire enterprise.
Some of its features include:
- Tracking performance at site, team and agent-levels based on the goals and thresholds they have set such as handle time, empathy, regulatory compliance, upsell attempts, and more.
- Listening to relevant calls without extensive search time and use 100 percent of the recording rather than random sampling.
- Leveraging the insight from the Evaluate functionality to correlate quality and performance with business results to see the direct effects of agent evaluation and targeted coaching on customer retention, customer satisfaction, and the bottom line.
- Supporting non-English languages for truly global customization.
Recently, Aspect also collaborated with Dell Services to deliver Microsoft-based Unified Communications (News - Alert) solutions to the contact center and across the enterprise. Partnered with Nexidia’s Evaluate voice analytic services, Aspect will be able provide customers technology, service, and contact center expertise as well as deliver dynamic and effective customer interaction solutions from a single source, which will improve Aspect’s overall customer contact capabilities.
Nexidia’s speech technology has been in high demand in recent months, especially since this current economic climate has led many businesses to be forced to control costs.
Edited by Jamie Epstein