Speech Analytics Value Proposition

Companies today face several critical business challenges – the need to increase revenue and market share, acquire new customers and retain existing ones, drive operational efficiencies, ensure corporate and regulatory compliance, and increase overall customer satisfaction.

In today's fast paced world, where decisions are made quickly, ensuring data is accessible is a top priority for business leaders. It is no longer good enough to monitor only a fraction of customer interactions with traditional Quality Management and Assurance approaches.

According to research from Aberdeen Group, companies with a unified interaction analytics platform that will accurately search, identify, and draw conclusions from a single pool of chat, text, email, and audio interactions are more likely to improve both year-over-year revenue and profits.

Organisations can now analyse 100 percent of their recorded interactions to help surface valuable intelligence.

Automatically discover and analyse words, phrases, categories and themes spoken during interactions to reveal rising trends and areas of opportunity or concern and will assist you to answer questions such as:

·     Exactly why are customers contacting your company?

·     What are the product or process issues that need to be addressed?

·     What sales offers have you been making?

·     Which offers resonate with which prospects and customers – and why?

·     What competitive intelligence can you gather from your customers?

·     Which agents excel at customer service and what makes them successful?

With the ever increasing demands of regulators, interaction analytics has become critical to ensure compliance with many regulatory and consumer protection requirements in Dodd Frank, the Fair Debt Collection Practices Act, the Fair Credit Reporting Act and the Telephone Consumer Protection Act. Moreover, the upcoming full implementation of MiFID II in Europe relies heavily on the 100 percent search-and-retrieval capabilities mentioned above.

Nexidia Analytics provide the best-in-class text and speech analysis, it's one of the best tools of its kind that truly offers common metrics and a single interface that enables business people to seamlessly organise, analyse and operationalise this data.

Nexidia Analytics is the market leader with over 45% market share according to DMG Consulting's 2017-2018 Speech Analytics Product and Market Report.