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Nexidia and NICE Reinvent Customer Service and Workforce Optimization

January 18, 2017

When NICE acquired Nexidia (News - Alert) in 2016, it was only a matter of time before the company integrated the analytics solutions that made Nexidia so valuable. Using its best in class text and speech analysis, the Nexidia platform gives organizations the ability to organize, analyze and operationalize the information they gather from customer interactions through audio, chat, SMS, e-mail, surveys and social media. This analytical ability has now been integrated along with NICE's workforce optimization solutions to provide a comprehensive suite of products that will reinvent workforce optimization and customer service by bringing them together seamlessly.

The technology Nexidia has developed provides audio analysis of spoken word with an automated search technology across different media assets with a file-based quality control. It has now been integrated with NICE’s interaction analytics solution to a single uniform administration tool for phone calls, chats, emails, surveys and other interactions.

By bringing the technologies of both companies together, they have eliminated siloed analytics applications and databases for each interaction type so cross channel workflows will be allowed for better quality and performance management. This will give organizations a workforce optimization solution that will assess how employee and customer interactions affect the day-to-day performance of the employees while they are interacting with customers and each other.

The new Nexidia Analytics solution uses deep learning neural networks to carryout audio and text search across interaction types by using the analytics toolsets from NICE with the goal of giving enterprises the ability to fully leverage the information they gather from their omni-channel interactions.

"Infusing analytics into all NICE solutions is a pivotal strategy for the company and the integration of Nexidia technology with NICE's workforce optimization suite represents another critical step in reinventing customer service," said Miki Migdal, president of the NICE Enterprise Product Group.

Nexidia has leveraged the power of machine learning and predictive analytics to gain insight into customers across all channels to provide a new way to engage with them and use the information more effectively. This starts by removing all data silos and analyzing 100 percent of the interactions an organization is having with its customers, without putting limitations as to where it comes from and what channels is used by the customer.

This fully integrated system will provide a unified interaction analytics platform that will increase customer retention and remediate issues faster than ever before with the scalability and flexibility to address local, national and global interactions. 

Edited by Maurice Nagle
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