Nexidia and HyperQuality Offer Joint Solution to Deliver Unparalleled Customer Service Insight and Quality Assurance

FOR IMMEDIATE RELEASE
(Free-Press-Release.com) January 29, 2010 --

Successful companies have long understood the bottom-line benefit of superlative customer service and the resulting high customer satisfaction. A growing list of companies have enlisted Nexidia, the market-leading provider of audio search and speech analytics solutions, and HyperQuality, Inc., the leading provider of outsourced quality evaluation services and technology to dramatically improve actionable insight in the customer care process. Now, enterprises will be able to benefit from a joint Nexidia-HyperQuality solution that combines powerful speech analytics, with targeted quality analysis. The results are customer experience metrics and management to drive increased market share and reduced contact center operating expenses.

The Nexidia-HyperQuality solution integrates Nexidia’s patented phonetic speech analytics technology to systematically identify specific customer interaction issues out of a vast number of service calls with HyperQuality’s expertise in evaluating individual calls to identify people, process, product and policy improvement opportunities. The result is a first-of-its-kind industry solution that gives contact center executives invaluable customer analysis and trend reporting, along with proven and scalable methods for improving agent interactions and efficiency.

“Partnering with Nexidia is a natural fit for us, as their Enterprise Speech Intelligence solution provides call segmentation based on criteria specified by our clients, which in turn makes the detailed call evaluations a more efficient process for our joint customers. The result is more of the ‘targeted calls’ being evaluated yielding a richer set of insights and recommendations,” said Chris Coles, president and chief executive officer of HyperQuality. “As enterprises emerge from the recession, actionable customer insight will drive winning market expansion strategies. Our new joint offering delivers better business analytics, further elevating the contact center as a more strategic business function for both customer service and sales organizations.”

Contact center operations are often the leading edge where an enterprise meets its customers. Executives are taking note of the impact customer-facing functions have on the success or failure of strategic initiatives such as new product launches. As a result, businesses are striving for metric-oriented analysis of their customer interactions. Many companies struggle with internal quality functions in their contact centers, which can be resource consuming, inconsistent and many times statistically inaccurate due to staff and time constraints. The Nexidia-HyperQuality offering removes this burden and delivers an automated solution to customer service analysis, which maximizes the customer experience and reduces costs.

analyze customer experience     Customer service insight     quality assurance improvement