Nexidia, Vertex Business Services announce partnership

Nexidia, a provider of customer interaction analytics, and Vertex Business Services, a leader in customer experience management for the utilities industry, formed a partnership to help North American utility companies transform their customer engagement processes and boost profitability.

The partnership creates VertexOne Speech Analytics for Utilities by combining customer interaction and speech analytics.

The two companies formalized the partnership after demonstrating results from an ongoing multi-year engagement with a regulated electric transmission and distribution service providers serving more than 10 million customers.

With Nexidia, the contact center is able to tap into the voice of the customer by analyzing 100 percent of calls — amounting to about 1.5 million a year — to perform root-cause analysis, draw correlations, uncover trends and drive predictive analytics.

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