- January 28, 2010
- Posted by:
Philosophy PR + Marketing
Four Corners Communications
Technologies and Services Combined to Analyze, Measure, and Modify the Customer Experience to Increase Market Share and Customer Retention While Lowering Contact Center Costs
ATLANTA, GA and SEATTLE, WA – January 28, 2010 – Successful companies have long understood the bottom-line benefit of superlative customer service and the resulting high customer satisfaction. A growing list of companies have enlisted Nexidia, the market-leading provider of audio search and speech analytics solutions, and HyperQuality, Inc., the leading provider of outsourced quality evaluation services and technology to dramatically improve actionable insight in the customer care process. Now, enterprises will be able to benefit from a joint Nexidia-HyperQuality solution that combines powerful speech analytics, with targeted quality analysis. The results are customer experience metrics and management to drive increased market share and reduced contact center operating expenses.
The Nexidia-HyperQuality solution integrates Nexidia’s patented phonetic speech analytics technology to systematically identify specific customer interaction issues out of a vast number of service calls with HyperQuality’s expertise in evaluating individual calls to identify people, process, product and policy improvement opportunities. The result is a first-of-its-kind industry solution that gives contact center executives invaluable customer analysis and trend reporting, along with proven and scalable methods for improving agent interactions and efficiency.
“Partnering with Nexidia is a natural fit for us, as their Enterprise Speech Intelligence solution provides call segmentation based on criteria specified by our clients, which in turn makes the detailed call evaluations a more efficient process for our joint customers. The result is more of the ‘targeted calls’ being evaluated yielding a richer set of insights and recommendations,” said Chris Coles, president and chief executive officer of HyperQuality. “As enterprises emerge from the recession, actionable customer insight will drive winning market expansion strategies. Our new joint offering delivers better business analytics, further elevating the contact center as a more strategic business function for both customer service and sales organizations.”
Contact center operations are often the leading edge where an enterprise meets its customers. Executives are taking note of the impact customer-facing functions have on the success or failure of strategic initiatives such as new product launches. As a result, businesses are striving for metric-oriented analysis of their customer interactions. Many companies struggle with internal quality functions in their contact centers, which can be resource consuming, inconsistent and many times statistically inaccurate due to staff and time constraints. The Nexidia-HyperQuality offering removes this burden and delivers an automated solution to customer service analysis, which maximizes the customer experience and reduces costs.
“Maintaining excellent customer service has been heralded as the ‘Holy Grail’ in reducing customer churn and acquiring new customers,” said John Willcutts, president and chief executive officer of Nexidia Inc. “Coupling our applications with HyperQuality’s services enables customers to identify the root cause of performance issues and to pinpoint resolutions that can drive the best return on their investment.”
Contact centers with a large number of agents typically analyze only cursory functions such as average handle time, first call resolution and other processes. With this new joint solution combining advanced analytics technology and quality evaluation services, a broad array of businesses can focus on improving what matters most – from systemic process issues to individual agent behavior. Additionally as a flexible, hosted offering, the new Nexidia- HyperQuality solution requires minimal infrastructure to deploy, allowing medium-sized businesses to Fortune 500 enterprises to get started quickly with minimal capital costs.
About HyperQuality, Inc.
Founded in 2003, HyperQuality (www.hyperquality.com) is the leading provider of third-party quality assurance and business intelligence for contact centers. With a strong focus on call center operations, the company evaluates millions of interactions annually between contact center agents and customers and, using advanced analytics, generates actionable feedback to drive performance improvement. Ultimately, HyperQuality helps companies – including some of the most well-known names in the travel, retail, financial services, education and utility industries – improve the quality and effectiveness of their customer interactions. In addition to quality evaluations, HyperQuality collects, evaluates and analyzes other forms of customer data, including customer and employee surveys; shopping experiences and marketing programs. HyperQuality is a global business with corporate headquarters at 316 Occidental Ave S. in Seattle. For more information, call (206) 283-7119 or visit www.hyperquality.com.
Nexidia is the audio and video search company with patented technologies and breakthrough applications that enable customers to quickly gain new insight, build competitive advantage and realize the amazing possibilities now discoverable in audio and video content from contact centers, media outlets, government intelligence and legal discovery. For more information, please visit http://www.nexidia.com.