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Cable Technology Feature Article

August 18, 2011

Shaw Direct Picks Nexidia's Integrated Recording and Analytics Solution

By Rajani Baburajan, TMCnet Contributor

Shaw Direct, a provider of broadband cable television, Internet, home phone and other telecom services, announced that it selected integrated recording and analytics solution from Nexidia (News - Alert), a provider of customer interaction analytics solutions.

Leveraging Nexidia's integrated recording and analytics solution, Shaw Direct can quickly access and analyze recorded audio from its contact center customer interactions in French and English. Nexidia solutions offer greater flexibility to its customers.

Nexidia has already done a six-month pilot on speech analytics technology for Shaw Direct’s call centers located in Calgary, Mississauga and Montreal. The present agreement follows the successful pilot project.

“We have a history of award-winning customer service which we're very proud of, but we're always looking for new ways to amaze our customers with the support we give them,” said Peter Bissonnette, president, Shaw Communications (News - Alert), in a statement. “The speech analytics service from Nexidia will provide us with a whole new way of analyzing how we can take our customer experience to the next level.”

Shaw Direct is also utilizing Nexidia's Managed Analytic Services, which allows for identifying and improving in common areas including average handle time, first call resolution, sales and process effectiveness.

“Combining audio recordings and analytics provides Shaw Direct the advantage of dynamically analyzing enormous amounts of audio so they can quickly improve the customer experience,” said John Willcutts (News - Alert), president and chief executive officer, Nexidia. “These changes can save a company time and money while improving its revenue generation potential and creating a new level of care for its customers.”

Recently, Nexidia announced the release of the Enterprise Speech Intelligence (ESI (News - Alert)) product suite version 9.0 integrated with enhanced performance management features that are designed to help supervisors easily monitor and evaluate contact center agent performance.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Rich Steeves