Nexidia, a provider of audio search and speech analytics software, has unveiled a new version of its contact centre analytics software Enterprise Speech Intelligence (ESI) 8.0.
Nexidia said that ESI’s new first call resolution (FCR) analysis tools are integrated into existing customer transaction data and leverage the company’s speech analytics to provide an insight into the metric impacting operations costs and customer experience.
The company said that the new version integrates traditional contact centre data with speech analytics to provide users with a view of FCR performance. With the use of transactional data sources to identify repeat callers, the company’s speech analytics is applied to gain insight into the drivers behind those specific customer calls. This allows organisations to recognise the root cause of repeat calls and pinpoint opportunities for the process improvements.
The company claims that the new speech analytics system provides enhanced scalability with lowest total cost of ownership (TCO). It allows customers to integrate multiple servers together to provide unlimited capacity.
The ESI 8.0, also features a speaker-separated analysis, which allows to analyse calls by individual speaker (agent or customer). In addition, the ESI Forensic search tools provide ways to query, report on and visualise that data; a user can view speaker-separated player showing tracks, results, cross-talk, non-talk, etc.
With call recording platform integration and deployment options, including the company’s QuickStart and OnDemand hosted services, ESI offers a product to suit the demands of contact centres, the company added.
