Ovum Previews New Release of Nexidia Interaction Analytics 11

ATLANTA, Aug. 12, 2014 /PRNewswire/ -- Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced leading market research firm Ovum has published a Research Note previewing Nexidia Interaction Analytics 11, the company's flagship product. The Research Note—entitled "Nexidia Integrates Voice, Text and Early Discovery Features Into Nexidia Interaction Analytics Release 11.0"—declares that Nexidia is a "strong market contender" as the market-defining leader for an emerging generation of "integrated customer optimization" analytics solutions.

According to the author, Keith Dawson, Ovum's Practice Leader, Customer Engagement, "Nexidia appears to have a strong awareness of how the analytics market is changing," as evidenced by Nexidia Interaction Analytics 11's "integration of multiple interaction data sources (voice, text, chat, etc.) to glean a more complete picture of overall trends and individual interactions." Referring to Nexidia's success in "unifying the interaction analytics platform features," Dawson praises the company for taking "the core speech analysis the company has been working with for years and (tying) it much more tightly into a package that entwines important contact center functions with more general business intelligence capabilities."

Dawson highlights Nexidia's Search Grid™ architecture, which represents "a new approach to detecting potential problems in the encounters between consumers and contact centers." By "offload(ing) all of the interaction processing to the Search Grid^TM, including speech recognition, phonetic indexing and sentiment scoring," the "highly expandable" solution is able to "distribute the processing of interaction data across a 'massively parallel' infrastructure" and "deliver a more tightly integrated experience."

The Research Note highlights the groundbreaking solution's ability to help companies "measure the behavioral events that are occurring inside the interactions, which in turn allow a company to determine root cause, and thus affect the outcome of the interaction." Specifically, Dawson describes how Nexidia Interaction Analytics 11's "early discovery features" and "advanced sentiment detection" combine to deliver a "jump start in both uncovering what topics are driving interactions and creating queries for more detailed analysis (which are) essential to speeding resolution of customer issues." The end result is a "much more sophisticated use" of customer interaction analytics that "allow users to uncover emerging topics without having to first know for what they should be searching."

To read the entire Ovum Research Note, go here.

About Nexidia
Nexidia provides customer 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 www.nexidia.com.

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Nexidia Contact: 
Renee Maler
Philosophy PR + Marketing 
925.968.9495
[email protected]

SOURCE Nexidia

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