Nexidia's audio search and speech analytics solutions (e.g., p. 8 and SSN, July 2009, p. 11) features phonetic indexing and search, providing greater scalability in the amount of audio and video that can be made searchable compared to the speech-to-text engines used by "nearly all other speech technology vendors," according to the company. Nexidia's QuickStart and OnDemand services provide a hosted option. On July 20, the company announced the release of Nexidia Enterprise Speech Intelligence (ESI) 8.0, the next generation of its contact center analytics software. The release featured ESI's new first call resolution (FCR) analysis tools. The tool measures the percentage of customer service issues that are resolved during a first call with the customer--a critical metric impacting operations costs and customer experience. The new FCR tools are integrated into existing customer transaction data; they use Nexidia's speech analytics to automatically analyze the audio from a call without requiring a human listener. Traditional FCR analysis uses transaction information from the telephony and CRM infrastructure to generate metrics such as average handle time, adherence, customer satisfaction (CSAT), and FCR. Although these approaches can monitor trends in these indicators, they offer extremely limited insight into what is actually driving them. For example, these tools might quickly identify an increase in repeat calls, but provide very limited insight into why the increase occurred. ESI 8.0 integrates traditional contact center data with speech analytics, providing users with a more complete view of FCR performance. By using the transactional data sources to identify repeat callers, Nexidia speech analytics can be applied to gain rapid insight into the drivers behind those specific customer calls. The result is that organizations are able to recognize the root cause of repeat calls and pinpoint opportunities for the most effective process improvements. In addition to enhanced FCR analysis, other key features in Nexidia ESI 8.0 include: - Expanded scalability: Nexidia has expanded the amount of audio it can handle to provide a unified report. In the past, a single server could process more than 20,000 hours of audio per day. With ESI 8.0, customers can now integrate multiple servers together to provide effectively unlimited capacity. - Speaker-separated analysis: ESI 8.0 can analyze calls by individual speaker (agent or customer). In addition, the ESI Forensic Search tools provide easy ways to query, report on, and visualize that speaker-specific data. The user can view a speaker-separated player showing tracks, results, cross-talk, non-talk, etc.
