Vertex Partners with Nexidia to Create Customer Experience Solution for Utilities



Vertex Business Services has selected Nexidia as its speech analytics partner and will deploy Nexidia Interaction Analytics to capture and synthesize a massive volume of unstructured audio data. The solution is powered by Nexidia’s Neural Phonetic Speech Technology which is used in contact centers. The partnership enables Nexidia to further extend its reach into the utilities market and work with Vertex to define the industry-specific vocabulary to add to the solution.

The partnership will be known as VertexOne Speech Analytics for Utilities. The companies formalized the partnership after demonstrating strong results from an ongoing multi-year engagement with one of the nation’s largest regulated electric transmission and distribution service providers serving over 10 million customers.

"The utilities industry is rapidly evolving with greater service complexity and sophistication as customer expectations continue to rise. Vertex turned to speech analytics to deepen our customer analytics capabilities and drive greater value for our clients," said Andrew Jornod, Vertex Business Services' president, in a statement. "Based on the outcomes of our partnership with Nexidia, we believe every utility contact center should be running speech analytics. Vertex now offers speech analytics as a component of VertexOne, a new cloud-based platform for utility customer experience management that has state-of-the art technologies built in."