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Nexidia Integrates Real-Time Speech Analytics Capabilites with Cisco's New Media Capture Platform

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ATLANTA--(BUSINESS WIRE)--

Nexidia, the market-leading provider of audio search and speech analytics solutions, today announced the integration of Nexidia Capture and Nexidia Scan into Cisco's new media capture platform. Cisco's media capture platform is an open-standards, network-based solution that provides recording, playback, live streaming, and storage of media, including audio and video, with rich metadata to facilitate easy use. With this integration, Nexidia brings Cisco customers the ability to create real-time speech alerting applications and the power to perform speech analytics with archived audio. These new integrations will be featured during the Cisco Collaboration Partner Summit 2010, November 16-18, in Phoenix, Arizona.

“With Nexidia's integration to Cisco's media capture platform, our clients now have access to best-in-class speech analytics,” said John Hernandez, vice president and general manager, Cisco Customer Contact Business Unit. “And with real-time capability in Nexidia's software, our mutual customers can rapidly benefit from the intelligence gathered in the contact center to improve operations and the customer experience.”

Nexidia Scan utilizes the company's patented phonetic indexing and search technology to provide highly accurate and scalable real-time monitoring applications. With the integration of Nexidia Scan to Cisco's media capture platform, Cisco resellers and customers can now build real-time alerts and screen-pops directly into agent and supervisor desktops. Notifications can be sent to anyone within the enterprise, enabling more rapid collaboration between different departments within the company.

Nexidia's real time scanning engine monitors of hundreds of live calls on a single server, supporting real-time voice driven screen alerts, supervisor notifications and analytic solutions that can be shared with different stakeholders in the enterprise. For example:

  • Contact Center Agents – Voice driven screen prompts can help agents during a call, offering immediate access to knowledge articles or up-sell advice relevant to the topic being discussed.
  • Supervisors – Real time alerts can notify supervisors of specific events even while a call is in progress, providing instant information on what topics are being discussed and allowing supervisors to remotely join a call if necessary.
  • Account Managers – The system could also notify key sales managers of important incidents as they occur, such as a high-value customer threatening to cancel service or switch providers.
  • Other Key Stakeholders – Marketing and operations executives can review rich, dynamic visualizations such as a topic cloud, topic relationships or call history, all continually updated in real time.

For complete analysis of recorded interactions, the integration of Nexidia Capture into the Cisco platform allows calls to be recorded and analyzed by Nexidia's Enterprise Speech Intelligence product suite (ESI), bypassing the need to use any legacy call recording applications. The ESI product suite – including Nexidia Discover, Nexidia Analyze and Nexidia Evaluate – allows Cisco customers to quickly extract meaningful business intelligence from contact center calls to provide a range of business benefits, including improved agent performance, improved business processes, increased market intelligence and compliance, all designed to increase customer loyalty and satisfaction while reducing operating costs.

“Our integration with Cisco highlights the true capabilities of the next generation call capture and management platform,” said John Willcutts, president and chief executive officer of Nexidia Inc. “There is no longer a need for expensive and restrictive legacy call recording systems in order to perform speech analytics. By applying speech analytics directly into the Cisco network environment, companies can quickly start to realize the operational benefits from this new and powerful source of business intelligence.”

Cisco and Nexidia will be demonstrating Nexidia's speech analytics capabilities on Cisco's media capture platform during the upcoming Cisco Collaboration Partner Summit 2010, November 16-18, in Phoenix, Arizona.

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/.

Nexidia
Philosophy PR + Marketing
Renee Maler, 925-968-9495
renee@philosophypr.com

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