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Nexidia is best known as a vendor of speech analytics. It was one of the first in this market, and a key differentiator is that its product uses phonetics to identify words and phrases embedded in recordings of phone calls. This capability has the advantage over standard word and phrase spotting because users don’t have to create a dictionary of words they want to spot. Thus the software can analyze calls and identify their content without users having to predetermine what it should look for. The system can also index recordings based on the results of this analysis so that users can search back through the recordings to carry out more detailed analysis of calls they are interested in. Over the past few years Nexidia has advanced its product, now called Nexidia Interaction Analytics, to include other forms of text-based interactions such as text messages, chat scripts and social media posts. In addition to speech and text, it can include other customer and agent information to provide a full picture of interactions.

My research into contact center analytics, however, shows that the vr_bti_br_technology_innovation_prioritiesuse of analytics for interaction-handling is immature, with most companies using spreadsheets to produce their reports and analysis. Slightly more advanced companies have begun to adopt speech analytics to gain more insight from call recordings, but only the most mature companies can analyze text-based data such as email, letters, forms, chat messages and social media posts. But this situation is changing fast. My recent research into the contact center in the cloud shows that more companies are adopting analytics for text, agent desktops and social media, and more companies are looking for predictive capabilities.  This shift is further reflected in our research on business technology innovation, which shows that analytics is now considered the top  innovative technology trend to improve business performance.

Many companies have progressed from using manual processes to evaluate small, random sets of calls, to more targeted listening driven by speech analytics,  and now want deeper analysis of more interactions, including predictive modeling so they can focus on specific issues such as agents that need special training or at-risk customers. Nexidia has been tracking these changes, and the latest release of Interaction Analytics includes capabilities to analyze interactions without using a dictionary; instead the software determines the interactions to flag based on key words and trends it spots. This points users to interactions they should examine, with the system flagging those of high relevance and interest. Interaction Analytics also supports predictive capabilities that look behind the analysis to discover what caused the customer to interact with the company, determine whether the interaction is part of a trend and flag the required action.

Nexidia has worked to ensure that its software is highly reliable and returns accurate results, doing much of the work so that users can effectively pinpoint where they should focus. The software is designed to work in real or near-real time and process very large volumes of data, and it can be deployed on-premises or in the cloud. Our research shows that these types of capabilities benefit users by delivering results based on more up-to-date data and making information available in a more timely fashion.

But improving the use of analytics is not just about the software but also people and process. As well as showing that the dominant product used to analyze interaction-handling is spreadsheets, our research shows that the majority of companies don’t have a specialist team to carry out this task, relying instead on the contact center management team. To help companies overcome this lack of skills and experience, Nexidia has created a professional services team that has in-depth knowledge of analytics. It can help customers set up the software, identify areas to investigate and interpret the results. Better analytics is also about process, understanding why an interaction occurred and raising actions, alerts and workflows to ensure action is taken based on the analysis. For example, certain agents may need extra training, common product issues need fixing or user guides need improving. This is part of my focus into next generation customer analytics that will provide some insights on the latest on the required skills and processes.

My research into customer analytics shows that one of the primary reasons companies have been slow to adopt is advanced forms of analytics that the majority remain fixated on efficiency and therefore focus on low-value metrics such as wait times, average call-handling times and transfers. Here again, more mature companies recognize these measures are no longer sufficient and have begun to adopt more business- and customer-focused metrics such as first-contact resolution, net promoter scores and customer effort scores, and to link these to interaction-handling performance. These metrics are more complex to produce, which is driving the adoption of more advanced tools such as Nexidia Interaction Analytics. In today’s competitive business environment, companies need to use a balanced set of metrics, adopt the tools that can produce them and put in place processes to take action on the results. As companies do this, they should investigate how Nexidia’s products and services can help with these efforts.

Regards,

Richard J. Snow

VP & Research Director

ResponseTek is a well-established player in the marketing and customer feedback markets. It has four products that cover market research, customer feedback, knowledge management and media monitoring,  that enable companies to capture comments made on public sites, typically social media-based. Its customer feedback products support creation, collection and analysis of feedback through multiple channels, as I have noted, including mobile devices. ResponseTek has now taken its support for mobile one step further with the recent announcement of a mobile app.

Much is being written about mobile access, with a focus on the BYOD vr_cfm_most_important_customer_related_metricsdebate, which I think detracts from some exciting new developments that can deliver real business benefit to companies and, indeed, consumers. On the consumer front, people are spending more and more time on their mobile devices, largely looking at email or accessing social media. However, as consumers get more familiar with their devices and mobile apps, they are increasingly using them to transact business (pay bills, buy tickets and others) and provide feedback to companies. In fact customer satisfaction scores and information is most important customer metric according to 71 percent of organization in our customer feedback management benchmark research. In addition, they now want to use their devices, or ones provided by their employer, to carry out their daily work tasks, and this is the focus of ResponseTek Mobile. Many companies now have a mobile workforce – for example, sales and field service – and many more employees want to work away from their desktops. Not only does ResponseTek Mobile give those workers remote access to the main applications via a browser, but it also allows users to see information and carry out certain tasks within the app.

The app is available from Apple App Store or Google Play Store. Once the user has been verified using a secure logon page, it uses the same user account details that have been set up in the main application, so the information displayed can be customized for each user. Like many of the apps from business intelligence and analytics software vendors, ResponseTek Mobile provides instant access to a real-time dashboard of key metrics and visualization of trends for defined metrics. However, the ResponseTek reporting capabilities extend beyond metrics and can be set up so users are notified of newly completed surveys in areas they are interested in. They also provide a view into completed surveys and can drill down into specific surveys. These in-depth views can contain customer information, which allows the user to take immediate action if the survey indicates there is reason to do so.

Our benchmark research on business technology innovation shows that while analytics is the highest priority for companies, mobility is of growing importance. Other benchmark research shows this growth in demand for mobile capabilities as well. Accessing dashboards and analytics from smart mobile devices is a high priority today, as we all work in a world that is time-deficient and where more tasks need to be carried out in real time. This is particularly true in the customer experience management space, as consumers now expect answers in real time, and if they don’t get those answers they are not shy about letting their feelings be known – in real time. ResponseTek Mobile gives mobile workers access to some of this feedback, helping companies be more responsive and potentially head off damage to brand or reputation. Used in combination with ResponseTek’s core product capabilities, it is an extension companies should consider carefully to get faster insight to customer interactions and their feedback.

Regards,

Richard J. Snow

VP & Research Director

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