Convergys Pairs Customer Experience Analytics with Nexidia Speech Analytics

Convergys, a customer management solutions provider, has announced a strategic partnership with Nexidia, a provider of customer interaction analytics technology solutions. The partnership will combine Convergys' customer experience analytics expertise with Nexidia's state-of-the-art speech analytics technology, allowing a more focused level of insight.

"Every call coming into a contact center contains critical customer insight," said Mike Cholak, vice president, Convergys Analytics, in a statement. "Our partnership with Nexidia helps enrich our clients' understanding of their customers. We're excited to use this capability to help them design more informed customer experience strategies."

Convergys Analytics will use the technology to offer its clients the ability to gain access to the often-untapped unstructured customer feedback found in spoken conversations between contact center agents and customers. Convergys' analysts will leverage the data to uncover, explore, and recommend corrective action to resolve clients' underlying business issues impacting the customer experience.

"Leveraging Nexidia's market leading accuracy, scalability, and language support, Convergys Analytics will bring powerful outcome-based solutions to some of the largest companies in the world," said Trevor Chamberlain, vice president of channels and alliances, Nexidia, in a statement. "Convergys' clients can begin realizing the benefits of this combined analytics solution immediately."

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NICE Systems is acquiring speech software company Nexidia, which specializes in advanced speech and interaction analytics, for $135 million. Nexidia's analytics products are backed by patents for phonetic indexing and search capabilities, features that will integrate with NICE's existing services to provide enhanced analytics-based solutions.

Posted January 11, 2016