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Nexidia and Teleopti Partner to Offer “Best of Breed” Contact Center Agent Performance Management
Integrated Systems Provide Greater Flexibility and Value than Proprietary Legacy Systems
ATLANTA & STOCKHOLM - September 21, 2011 - Nexidia, a leading provider of customer interaction analytics solutions for business transformation, and Teleopti, a leading provider of strategic workforce management (WFM) solutions, today announce a partnership to bring best-of-breed, agent performance management and WFM solutions to contact centers. Nexidia’s unique performance measuring applications enhance Teleopti’s skills-based contact center agent forecasting and scheduling, while Teleopti’s schedule adherence metrics drive greater performance management with Nexidia Evaluate.
Contact center managers utilize Nexidia's Evaluate application to constantly update and change the performance metrics they want to measure on an agent-by-agent basis. Nexidia’s patented phonetic search technology makes it possible to replace old, static quality monitoring scorecards with dynamically changing performance measures that are more aligned with the needs of an ever-changing business. These agile performance measures integrate with Teleopti’s WFM solution, Teleopti CCC, to improve agent forecasting by enabling skills-based scheduling, ensuring that agents who have the correct skills and expert knowledge to resolve specific customer inquiries are available during peak call times.
In addition to scheduling, Teleopti’s solution tracks each individual agent’s schedule, minute by minute, to ensure schedule adherence, a key metric of agent performance. This data integrates with Nexidia Evaluate as an additional component to assess agent performance against strategic corporate goals, ensuring that agent and team performance is measured on activities that increase a company’s profitability.
“By combining Nexidia’s sophisticated speech analytics capabilities with Teleopti’s workforce management solutions, our clients discover the necessary information needed to improve interactions between agents and customers,” said Magnus Geverts, president, Teleopti Inc. “As customer satisfaction increases, businesses will in turn experience a better return on investment.”
In contrast to legacy recording systems, the Nexidia-Teleopti alliance provides contact centers with a flexible, open-standards system that quickly and easily monitors agents’ interaction with callers and improves operations.
“Legacy quality monitoring and workforce scheduling systems are too proprietary and static for businesses that must be nimble,” said Jon Ezrine, Nexidia’s senior vice president and chief operating officer. “Contact centers need the agility and open access that best-of-breed solutions can provide in order to quickly unlock the information contained in customer interactions, so they can drive agent performance improvements and ensure a greater customer experience.”
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.
About Teleopti, Inc.
Teleopti is a leading provider of strategic solutions for Enterprise Workforce Management and Telecom Expense Management. The company is renowned for developing advanced and user-friendly solutions based on clients’ requirements. Hundreds of enterprises around the world rely on high-end and flexible solutions from Teleopti to attain optimal operational efficiency and provide the highest levels of service.
Teleopti, established in Stockholm, Sweden in 1992 operates through a large number of local offices worldwide and a comprehensive network of partners. Please visit our website www.teleopti.com to find out more