Experian Speech Analytics

Prior to implementing speech analytics, business insight was derived from the telephony and IVR systems as well as anecdotal information shared by agents. It was evident to Experian that better technology could deliver these results faster and more effectively. Working closely with Business Systems and through a Proof of Concept, Nexidia Speech Analytics was identified as the appropriate solution. 

When Experian first started looking at Speech Analytics, their retention goal was the obvious choice for achieving a return on investment but interestingly the proof of concept uncovered other quick wins such as addressing non-talk time on calls.