ATLANTA, June 12, 2012 -- Nexidia, a provider of customer interaction analytics solutions for business transformation, today announced the release of Nexidia Interaction Analytics, the next generation of its highly acclaimed contact center analytics software. Also announced are Nexidia Advanced Interaction Analytics for Healthcare, Communications, Financial Services and Technology. Central to this release are new multi-channel searching capabilities across speech and text interactions, dynamic reporting on key metrics and a new, intuitive user interface.

Nexidia solutions allow contact centers to capture, synthesize and disperse the business intelligence locked inside the different types of interactions with customers. Companies can now make sense of this unstructured data and deliver it to the organization in the form of dynamic metrics and dashboards, complete with drill down access to actual customer interactions.

Nexidia gets the right information to the right people, at the right time. Senior managers gain immediate visibility into company performance against corporate objectives. Analysts discover the root cause of issues in order to fix broken processes and increase agent performance. Supervisors effectively coach agents for improvement on the most important issues that affect corporate goals and customer experience.

"In addition to analyzing our phone calls, we recently began to analyze other interaction channels with Nexidia, specifically web chat," said John Bowden, SVP, Enterprise Customer Care, Time Warner Cable, Inc. "We are excited about Nexidia's multi-channel offering because we believe it will give us a more comprehensive view of our customer interactions."

Interaction Analytics takes Nexidia's powerful analytics capabilities to the next level while making the solution easier to use and more accessible to all contact centers. With broad call recording platform integration, both hosted and on-premise options, Nexidia offers a uniquely scalable solution to suit the needs of contact centers worldwide.

"Today's customer seeks service through all sorts of interaction channels, not just voice. That puts the onus on contact centers to delve through immense sources of information to understand what drives interactions," said Ovum's Principal Analyst of Customer Interaction, Keith Dawson. "By adding multi-channel analysis to the Interaction Analytics platform, Nexidia is helping usher in a new era in care: one where there are fewer silos, and greater contextual awareness of what customers need."

Nexidia Interaction Analytics solutions will be available in Q3, 2012.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.marketwatch.com