by Paul Stockford, Saddletree Research
On August 10, 2015 Nexidia of Atlanta, GA, and Cicero, Inc. of Cary, NC, issued a joint release announcing the creation of a partnership between the two companies that will deliver an original approach to speech and desktop analytics that addresses the challenges of regulatory compliance while providing deeper insight into customer interactions.
Cicero Discovery is Cicero’s desktop analytics solution that collects targeted data and events from applications running on an agent’s desktop without modifying those systems or having to create application program interfaces (APIs). Nexidia Capture is Nexidia’s recording platform that captures 100 percent of customer conversations. Working together, Cicero Discovery augments Nexidia Capture in order to provide a “Desktop Trigger,” which automatically triggers the call muting and screen masking features of Nexidia Capture during the portions of the call where sensitive information is discussed.
The two solutions working in tandem also simplify the often challenging task of acquiring application and meta data from other enterprise solutions. Rather than having to rely on other solutions to send customer and other relevant transaction data to Nexidia Capture, Cicero Discovery captures that data at the desktop so that no information about the customer journey is lost during the transaction. The net result is improved customer service and agent experience.
The View from The Saddle
This multi-dimensional partnership between two best-of-breed solutions providers offers the contact center industry a means of resolving ongoing customer service and regulatory issues via the innovative application of unique capabilities that each company brings to the table.
Since the passage of Dodd-Frank legislation in 2010, regulatory compliance in the contact center has become an issue that continues to grow in importance. In accordance with Dodd-Frank, any potential compliance violations must be thoroughly investigated within a tightly enforced period of time. The partnership of Nexidia’s recording and speech analytics capabilities combined with Cicero’s ability to capture desktop activity provides a powerful method of capturing virtually every piece of data associated with any given customer communication and/or transaction, including potential regulatory violations.
Prior to this announcement, data capture methods typically relied on the ability to access a number of different systems in the contact center in order to paint a complete picture of any agent transaction. Often, data in other systems is lost during a routine call transfer process or is unavailable due to system shortcomings. With the Nexidia/Cicero partnership, both solutions capture complete data from the Cicero desktop screen. All customer information and transaction data is captured from a single source, effectively eliminating the possibility of points of failure that put the data at risk as the call is passed from one system to another.
Those familiar with Cicero Discovery know that it does not rely on traditional approaches to acquiring data from the desktop. Rather than having to create new APIs and modify existing applications in order to obtain data, Cicero Discovery works from the desktop sidelines. Desktop applications are not modified or affected in any way. The result is the realization of significant time savings as well as substantial cost savings when compared to previous desktop data acquisition practices.
Nexidia has built triggers that, in conjunction with Cicero, identify specific activities on the desktop that flow into the monitoring process, identifying and preventing potential compliance and business violations. Paired with Nexidia’s audio analytics capabilities, enterprise compliance officers and quality assurance managers always have a complete picture of agent activities.
An additional benefit of this partnership comes in its ability to provide customer identification and other meta data, which results in the availability of customer history analysis on every call. Cicero Discover captures the identity of each customer on the desktop, then passes that information to Nexidia to determine such information as the number of times the customer has called, the nature of the call, the name of the product being discussed, etc. The net result is the ability to identify each individual event during a customer’s journey and provide a timeline of desktop events that can be aligned with audio events. In other words, the contact center automatically gets a complete picture of any given customer interaction rather than having to piece together fragments of a customer interaction in the hope of obtaining a complete picture.
Given today’s regulatory environment and the drive to understand and optimize the customer journey, the partnership between Nexidia and Cicero represents a timely solution. Both companies understand and focus on the challenges of contact center compliance and the ever-changing regulatory requirements. Both companies also have a deep understanding of the operational complexities faced by the contemporary contact center, and continue to work to improve the customer and the agent experience. This new relationship is truly a case of the whole being greater than the sum of the parts.
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Publish Date: August 17, 2015 5:00 AM
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
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Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
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