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17th August 2011

Shaw Direct Adds Speech Analytics To Customer Experience

Shaw CableShaw Direct is proud to continue raising the bar on their award-winning customer service in selecting Nexidia’s Integrated Recording and Analytics Solution.

The selection follows a six-month pilot on speech analytics technology for Shaw Direct, whose call centres are located in Calgary, Mississauga and Montreal. Nexidia’s integrated recording and analytics solution offers greater flexibility and allows Shaw Direct to quickly access and analyze recorded audio from its contact centre customer interactions in French and English.

“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 Inc. “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 using Nexidia’s Managed Analytic Services, which allows for identifying and improving in common areas like 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, 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.”

This entry was posted on Wednesday, August 17th, 2011 at 6:30 am and is filed under Business News, National News. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

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