Ovum Publishes Case Study Featuring Atlantic Coast Media Group's (ACMG) Use of Nexidia Interaction Analytics

ATLANTA, Aug. 4, 2014 /PRNewswire/ -- Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced a new Ovum case study that details how Atlantic Coast Media Group (ACMG) leveraged Nexidia Interaction Analytics to ensure enterprise compliance while driving dramatically improved agent performance, service quality, and marketing effectiveness, among other benefits.

The recently published case study describes how Atlantic Coast Media Group has been able to "perform sophisticated analysis" on 100% of all inbound calls across six contact center sites. With Nexidia, ACMG has developed the capability to "capture and synthesize the business intelligence that was hidden inside the recordings of calls and other types of customer interactions," enabling the company to realize significant "power over outcomes through better Key Performance Indicators (KPIs)."  

According to Keith Dawson, Ovum's Practice Leader, Customer Engagement, and author of the study, Nexidia enabled ACMG to ensure full compliance with credit card requirements, a critical capability to reduce enterprise risk for the personal care and beauty product company that relies on inbound call revenue. After transitioning from a manual quality assurance (QA) system based on random call sampling, the company reduced its QA staff by 40% while at the same time leveraging "the Nexidia platform as the keystone in its effort to build a better overall customer experience through improved agent performance."

Dawson also highlighted how Nexidia Interaction Analytics enabled ACMG to "ask more nuanced questions" and perform root-cause analysis, which has led to "significant improvement on its cost, quality and customer satisfaction metrics." The case study details the range of benefits that Nexidia has enabled, from gauging individual agent performance to tracking the effectiveness of ACMG's marketing partners as well as specific campaigns. Robb Auber, ACMG's vice president of call center operations, was quoted in the case study—declaring that Nexidia's Interaction Analytics is "the best way for us to effectively validate training for new products or new campaigns."

"This case study is a good example of the cascade of benefits that can be realized through Nexidia Interaction Analytics," said John Willcutts, Nexidia's president and chief executive officer. "Our clients consistently report discovering increasingly sophisticated ways of deriving new value from Nexidia Interaction Analytics. Over time, this develops into a tremendous enterprise asset and source of competitive advantage that continues to pay dividends."

To download a copy of the Ovum case study, click here.

About Nexidia
Nexidia provides customer interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit www.nexidia.com.

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SOURCE Nexidia