Saddletree Research credits Nexidia for making multi-channel analytics a contact centre reality

10th August 2012 - Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced a new research brief from Saddletree Research that acknowledges Nexidia for leading the successful introduction of multi-channel customer interaction analytics into today’s contact centers.

 The Saddletree Research brief, “Nexidia Interaction Analytics Makes Multi-Channel Analytics a Contact Center Reality,” credits Nexidia’s latest release of its Interaction Analytics product for its “notable differentiating features.” The analysis specifically calls out the “ability to perform multi-channel search, which allows users to rapidly search for key phrases and topics across multiple customer communications channels including speech, web chat, survey and email.”

According to Saddletree Research President and author of the research, Paul Stockford, “Nexidia Interaction Analytics breaks through the barriers that have traditionally separated speech and text channels for the purpose of data mining and analysis.” Stockford adds that Nexidia’s seamless integration of disparate customer communications channels creates a unique means for mining interactions for business intelligence.

“Saddletree Research believes the most significant aspect of this announcement is the availability of multi-channel analysis,” says Stockford. “We believe this the next logical step in the development of analytics solutions for the contact center and Nexidia’s initiatives in bringing this intuitive integration to the market puts the company in an enviable leadership position.”

Saddletree Research highlights Nexidia’s recognition of key trends among customers in specific market segments which has led to the development of important features such as easy to use dashboards and key performance indicators (KPIs) for specific vertical markets including healthcare, communications, financial services and technology sectors.

“Nexidia Interaction Analytics creates a hub of interactions across all channels, including social media, and greatly simplifies the process of mining for customer information within these various channels,” said Stockford. “Interaction Analytics essentially redefines the contact center analytics process and raises the bar in terms of expectations from an analytics solution.”

About Saddletree Research

Saddletree Research was founded in 1999 by veteran telecommunications industry analyst Paul Stockford with the objective of providing leading-edge industry information on contact center market segments that are new, emerging and/or have high growth potential. Based in Scottsdale, Arizona, Saddletree Research provides communications industry research including analysis of market trends, issues, technologies, and companies in the contact center, Customer Relationship Management (CRM), and emerging communications markets such as social media. For more information, visit http://www.saddletreeresearch.com.

About Nexidia

Nexidia provides interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit http://www.nexidia.com/.