Convergys Analytics Partners with Nexidia to Expand Speech Analytics Capabilities
Customer intelligence just got smarter. Convergys, a global leader in customer management, announced today a strategic partnership with Nexidia, a leading provider of customer interaction analytics technology solutions. The partnership will combine Convergys’ customer experience analytics expertise with Nexidia’s state-of-the-art Speech Analytics technology – allowing a more focused level of insight.
Convergys Analytics will use the technology to offer its clients the ability to gain access to the often-untapped unstructured customer feedback found in spoken conversations between contact center agents and customers. Convergys’ analysts will leverage the data to uncover, explore, and recommend corrective action to resolve clients’ underlying business issues impacting the customer experience.
“Every call coming into a contact center contains critical customer insight,” said Mike Cholak, vice president of Convergys Analytics. “Our partnership with Nexidia helps enrich our clients’ understanding of their customers. We’re excited to use this capability to help them design more informed customer experience strategies.”
“Leveraging Nexidia’s market leading accuracy, scalability, and language support, Convergys Analytics will bring powerful outcome-based solutions to some of the largest companies in the world,” said Trevor Chamberlain, vice president of Channels and Alliances for Nexidia. “Convergys’ clients can begin realizing the benefits of this combined analytics solution immediately.”
About Convergys Analytics: The Convergys Analytics team of researchers, analysts and consultants applies a sophisticated portfolio of tools and methods to drive business transformation. By focusing on three outcomes – improving loyalty, driving revenue, and lowering costs – our model is the strategic answer to transforming interactions into a competitive advantage. For information, visit www.convergys.com/analytics.
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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Convergys delivers consistent, quality customer experiences in 47 languages and from more than 150 locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, and generate revenue through an extensive portfolio of capabilities, including customer care, analytics, tech support, collections, home agent, and end-to-end selling. We are committed to delighting our clients and their customers, delivering value to our shareholders, and creating opportunities for our talented, caring employees, 125,000-strong in 31 countries around the world. Visit convergys.com to learn more about us.
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