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Nexidia Adds First-Call Resolution Analysis Patent to Intellectual Property Portfolio
Monday, November 14, 2011
Atlanta, GA -- Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announces a new U.S. patent for its unique first-call resolution analysis technology, which provides deep insight into the reasons customers repeatedly call contact centers. The Enhancing Call Center Performance award (U.S. Patent 8,051,086) expands Nexidia's intellectual property portfolio to 13 U.S. patents since 2007.
Central to Nexidia Enterprise Speech Intelligence (ESI) 9.0, the patented first-call resolution (FCR) tools analyze 100% of calls into a contact center, including the spoken content and the meta-data about every call, to reveal the total customer experience. FCR is one of the most critical metrics for contact centers, as it measures how effective they are at dealing with customers' issues quickly and efficiently. Nexidia's FCR analysis provides deep insight into agent-customer interactions and enables contact centers to pinpoint ways to improve the customer experience and increase customer loyalty.
The inherent scalability of Nexidia's patented technology allows it to cost-effectively process and analyze 100% of calls coming into a contact center. By combining spoken content understanding with meta-data such as a customer identifier, Nexidia's FCR analysis tool shows an entire call history for any customer and can pinpoint every time a customer has called to address a specific topic or issue. This allows contact center operators to quickly identify and correct any business or process issues that are driving this repeat call behavior, which improves efficiency and provides a better experience for its customers.
"Nexidia continues to build on its portfolio of intellectual property in order to meet contact centers' need for superior analytics technology that improves and grows their businesses," said John Willcutts, Nexidia's president and chief executive officer.
A complete list of Nexidia's patents is on the company's Web site.
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 http://www.nexidia.com.
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