Nexidia (News - Alert), a provider of customer interaction analytics solutions, has introduced a new research brief from Saddletree Research concluding that the company's next-generation call reporting product, Nexidia Capture, will provide an economic pathway to more advanced call center analytics.
"Nexidia Capture offers an alternative to companies that have struggled to find an analytics solution for a recording system that may no longer be meeting the contact center's needs but is not yet fully depreciated or cannot be removed due to other concerns,” said Saddletree Research President and author of the brief, Paul Stockford, in a statement.
As the voice of the customer expands from the contact center to include surveys, e-mail, chats and social media sites, Nexidia provides expertise to help companies synthesize this data into a tactical tool for operational improvements as well as a catalyst for business transformation.
The Saddletree Research brief, "Nexidia Capture Call Recording Software: Economic Pathway to Advanced Analytics," finds Nexidia Capture's ability to integrate into traditional time division multiplex (TDM) networks and Voice over Internet Procotol (VoIP) networks as a key capability because it paves the way to broad scale implementation of interaction analytics.
Founded in 1999 by telecommunications industry analyst Paul Stockford, Saddletree Research was created with the objective of providing industry information on contact center market segments that are new or have growth potential.
"Offered as a service, Nexidia Capture does not necessarily require a company to remove an existing call logging solution in order to implement Nexidia Capture,” said Stockford. “Although Nexidia Capture can function as any company's sole call logging solution, it can also be used to augment a recording system that may not meet today's state-of-the-art standards or may store data in a format that is difficult to extract and analyze."
According to Saddletree Research, call analytics is the primary factor behind the purchase of the majority of call recording solutions in 2012.
Stockford continued, "Nexidia Capture offers an analytics-compatible recording solution that eliminates any excuse for a company to not be using speech analytics in their customer service strategy today.”
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Edited by Rachel Ramsey