Nexidia Introduces ESI-Capture to streamline the implementation of speech analytics in contact centre environments 

Nexidia, the market-leading provider of audio search and speech analytics solutions introduced Nexidia ESI-Capture, a new element of its flagship Enterprise Speech Intelligence (ESI) software suite, that allows contact centers to integrate Nexidia's speech analytics applications directly into their switching environment.

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ESI-Capture is designed to bypass the need for legacy call recording platforms, enabling more efficient and streamlined speech analytics processing with a lower total cost to the enterprise.

Currently, companies implementing speech analytics in their contact center must integrate into one of several legacy call recording systems to access their data. To support this, Nexidia has developed the broadest set of integration capabilities in the industry, providing automated access to calls and meta-data from nearly all legacy systems. But legacy recording providers often present artificial constraints to customers who wish to use their own data with other business intelligence systems. So now, with the release of ESI-Capture, Nexidia streamlines the process even further to allow companies access to their voice data directly from its source.

Nexidia ESI-Capture allows contact centers to bypass these legacy call recording platforms entirely and capture their calls and meta-data information directly from the switching environment. By integrating directly into both traditional (TDM) and Voice over Internet Protocol (VoIP)-based networks, Nexidia simplifies the process of implementing speech analytics on a broad scale.

Nexidia ESI-Capture contains two primary elements:

  • Extractor - At the core of ESI-Capture is the Extractor application programming interface (API), a set of "hooks" that allow Nexidia to interface directly into either a traditional switching environment or into the newer, VoIP-based networks. This API set is the foundation for ESI-Capture and supports many common call center infrastructures.
  • Record - The Record feature collects and records the calls and meta-data directly from the switching environment and stores the data in a standard file system architecture, thereby eliminating the need to use legacy call recording platforms. This reduces overall cost and provides open standards access to these recordings so call centers can get immediate benefit from further analysis of the content.

Building on the strength and scalability of Nexidia's patented phonetic indexing technology, ESI-Capture can process up to 1,000 streams of audio in real-time on a single server, making it an economical solution for even the largest contact centers. And by bringing the data directly into the ESI speech analytics software, the resulting information can be delivered to decision makers almost immediately.

"Some of our customers have said they are tired of the complexity and data constraints that exist in the legacy call recording environments," said John Willcutts, president and chief executive officer of Nexidia Inc. "With ESI-Capture, Nexidia is liberating this data to make it a more accessible source of business intelligence. This also means that companies who were in the market for a call recording platform can now avoid that expenditure altogether, and implement a speech analytics solution with greater efficiency and at substantially lower total costs."

ESI-Capture is available immediately and can be included with any implementation of Nexidia ESI, including on-site deployments or as part of Nexidia's QuickStart and OnDemand hosted solutions.

About Nexidia

Nexidia is the audio and video search company with patented technologies and breakthrough applications that enable customers to quickly gain new insight, build competitive advantage and realize the amazing possibilities now discoverable in audio and video content from contact centers, media outlets, government intelligence and legal discovery.

For more information, please visit http://www.nexidia.com/.

Date - 30/09/2009