Customer interaction analytics solutions provider Nexidia has launched the next generation of its contact centre analytics software.
Nexidia Interaction Analytics captures unstructured interactions between contact centres and their customers, delivering the data to companies via dynamic metrics and dashboards with further drill down access.
Key features of the solution include multi-channel search across speech, chat, survey and email interactions and saved search criteria with the ‘Query Builder’.
Standard and user-definable metrics, such as customer sentiment and satisfaction, sales effectiveness and profitability, are used to deliver “dynamic reporting”, said the firm.
Alongside Interaction Analytics, the company also announced the release of its Advanced Interaction Analytics solution, specifically designed for the healthcare, communications, financial services and technology sectors.
In addition to the key features of the Interaction Analytics solution, the advanced offering provides customisable dashboards to support the needs of the executive teams as well as Deep Dive Analysis for discovering and trends and offering more in-depth root-cause analysis.
Nexidia also offers optional managed analytics services teams which can partner with intenral analytics teams to provide further support or fully manage the interaction analytics program for companies that do not have internal resources readily available.
Ovum’s principal analyst of Customer Interaction, Keith Dawson, said: “Today’s customer seeks service through all sorts of interaction channels, not just voice. That puts the onus on contact centres to delve through immense sources of information to understand what drives interactions.
“By adding multi-channel analysis to the Interaction Analytics platform, Nexidia is helping usher in a new era in care: one where there are fewer silos, and greater contextual awareness of what customers need.”