- August 13, 2012
- Posted by:
Philosophy PR + Marketing
Leading health and beauty company chooses Nexidia to further elevate quality and performance across all of its contact centers
ATLANTA, GA – August 13, 2012 – Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced that Atlantic Coast Media Group (ACMG) has further expanded its relationship with the company by investing in Nexidia Interaction Analytics software. ACMG will implement the solution across its contact centers to continue to help ensure the highest levels of customer service, agent performance and compliance.
ACMG markets well known skin-care products for women. Marketed across the web, on television and in retail locations nationwide, the company has multiple contact centers with hundreds of agents to support its customer service, sales and marketing efforts.
Interaction Analytics is Nexidia’s next generation contact center analytics software. It enables contact centers to easily capture, synthesize and disperse critical business intelligence formerly locked inside different types and forms of multi-channel customer interactions. With Interaction Analytics, ACMG is expanding its contact center capabilities to further implement quality assurance to provide that its agents are following performance management coaching strategies. Moving forward, the new software will be used for all outbound as well as inbound calls, to provide that its agents remain in compliance throughout each customer interaction.
“Interaction Analytics enables ACMG to move beyond performance management and into increased quality assurance and compliance,” said Robb Auber, vice president of call center operations at ACMG. “Because our contact centers are critical touch points for customer service and satisfaction, we want to provide that our agents optimize each customer experience and remain in compliance with each and every call. Our expanded relationship with Nexidia allows us to achieve this goal with a solution that is affordable, scalable and easy to implement.”
The new Interaction Analytics solution is being delivered via Nexidia’s Analytics OnDemand Program as a hosted service. This provides ACMG faster implementation cycles, a lower total cost of ownership and a faster return on investment compared to legacy on-premise alternatives.
“Responsiveness to customer needs can make or break a brand,” said John Willcutts, CEO of Nexidia. “With Interaction Analytics, ACMG can positively impact both customer loyalty and their bottom line at the same time.”
Nexidia provides 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/.
Atlantic Coast Media Group was founded by Andrew Surwilo and Thomas Shipley in 2005 to create and build iconic beauty brands utilizing best in class science combined with a robust multi-channel direct to consumer media platform. Their flagship beauty line, Hydroxatone® is currently sold online, through direct response radio, television, Home Shopping Network, and in Macy’s and Ulta stores. ACMG has also created and launched several distinctive brands including Keranique® hair care system, and Miracle Skin Transformer® under the Sarah McNamara Beauty New York brand. Surwilo and Shipley were named finalists of Ernst & Young’s 2011 and 2010 Entrepreneur of the Year NJ Award. In 2011, Atlantic Coast Media Group was named the #1 fastest growing company in NJ by NJBIZ magazine and listed the #41 largest personal products company in the country by Household and Personal Products Industry (HAPPI) magazine. ACMG is a member of the 2010 Inc. 500 and 2011 Inc. 5000, Inc. Magazine’s list of America’s fastest growing companies.