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NEXIDIA ANNOUNCES NEW ANALYTICS ONDEMAND PROGRAM
Next generation of leading customer interaction analytics software makes transformative process improvement and performance management accessible to contact centers of all sizes
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ATLANTA, GA – June 13, 2012 – Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced the release of its new Analytics OnDemand program. This program gives contact centers the ability to revolutionize their business process improvement and performance management through the use of a hosted interaction analytics solution that is affordable, scalable, and easy to implement.
In the past, interaction and speech analytics have been out of reach for many contact centers due to cost or resource limitations. Many companies are looking for a more streamlined way to analyze interactions in one part of their organization and then expand their analysis to the enterprise only after the initial pilot is successful. Nexidia’s Analytics OnDemand program addresses these issues by providing a robust interaction analytics solution in a secure hosting environment at a competitive price.
"There is a growing demand for companies of all sizes to analyze customer interactions for a better understanding of the customer experience," notes Jim Davies, research director for Gartner, Inc. "In order to make Voice of Customer initiatives mainstream, there needs to be fast and affordable ways for companies to get started. Hosted solutions accomplish this with quicker implementations and a lower cost of entry.”
Nexidia analyzes 100% of customer phone calls, emails, chats or surveys, identifying critical areas for improvement that are used to enact change in business processes and agent performance. The advantage of a hosted analytics solution is that it provides quicker implementations, lower total cost of ownership and a faster return on investment when compared to traditional on-premise deployments.
“We’ve selected Nexidia as our partner to drive improved member experience,” said Betsy Lee, senior vice president of Contact Center Operations, AAA Club Partners. “The Nexidia Analytics OnDemand program provides the best analytics solution available, at a cost effective, quick and easy way for us to begin analyzing our member interactions.”
The new Analytics OnDemand program ensures a low cost of entry in order for companies to prove their business case before making a more significant investment. Startup costs begin at $20,000, which includes setup in a secure hosted environment and data extraction of interactions. The cost of ongoing monthly service starts at $50 per agent per month, with a minimum $5,000 per month, for a one-year contract. This provides an ongoing annual cost starting at $60,000, with the flexibility to increase or decrease volume as business needs change. Also included in the program is Nexidia online, instructor-led training to ensure that companies can easily get up to speed with Interaction Analytics.
“With the announcement of Analytics OnDemand, Nexidia addresses three important industry needs,” said Paul Stockford, chief analyst at Saddletree Research. “First, Nexidia has appreciably reduced the cost of implementing interaction analytics in the contact center, making it affordable for the underserved small-to-medium sized enterprise. Second, the speed of implementation of Nexidia Analytics OnDemand will translate to a rapid return on investment for contact centers of all sizes. Third, providing a secure hosted environment negates lingering concerns over the safety of customer data. The combined impact of these three attributes has the potential to significantly impact interaction analytics and the contact center industry in the future.”
About Nexidia
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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