Customer interaction analytics solutions provider Nexidia has announced the launch of its new Analytics OnDemand program to “revolutionise” contact centres.
The customer interaction analytics software analyses customer phone calls, emails, chats or survey to identify ways to improve business processes and agent performance.
According to the firm, the hosted analytics solution provides quicker implementations, lower total cost of ownership and a faster return on investment in comparison to traditional on-premise deployments.
Jim Davies, research director for Gartner, said: “There is a growing demand for companies of all sizes to analyse customer interactions for a better understanding of the customer experience. In order to make Voice of Customer initiatives mainstream, there needs to be fast and affordable ways for companies to get started. Hosted solutions accomplish this with quicker implementations and a lower cost of entry.”