Nexidia (News - Alert), a provider of customer interaction analytics solutions, claimed that it has released the Enterprise Speech Intelligence (ESI) product suite version 9.0 integrated with enhanced performance management features that are designed to help supervisors easily monitor and evaluate contact center agent performance.

Nexidia explained that the Enterprise Speech Intelligence (ESI (News - Alert)) suite features a robust set of products enabling companies to use speech analytics throughout the processes of early discovery where call trends and key focus areas are discovered, in-depth analysis, and performance management where agent behavior is related back to established initiatives. The solutions can be deployed to analyze contact center interactions and acquire the intelligence needed to sort out which factors affect or drive customer calls, uncover root causes of customer issues, and improve agent performance.

The suite can also be installed by companies to confront other key business objectives, including improving average handle time and first call resolution rates; tracking outsourcer effectiveness; improving business processes; and increasing market intelligence.

Officials with the company exclaimed that speech analytics is a critical component of a truly effective performance management process. With the increased scalability and performance management features in ESI 9.0, contact centers now have even more robust tools to monitor agent performance and create superior customer experiences.

Packed as part of the ESI suite, the Nexidia Evaluate manages agent performance against strategic corporate objectives. In the new version, Nexidia Evaluate is integrated with a fully integrated Evaluation Scorecard system so contact centers can apply the Nexidia analytics directly into their agent performance management processes. The Evaluate solution is claimed to have garnered praise for its ability to apply speech analytics across 100% of an agent’s interactions so that evaluations reflect an agent’s full performance rather than that found in just a few randomly sampled calls.

The company claimed that Speech Technology magazine named Nexidia the 2011 Market Winner in Speech Analytics, marking the fifth consecutive year the company has earned this recognition.

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