Software automates evaluation of CSR language skills.July 12, 2007 -
Nexidia Language Assessor enables organizations to automate language skills assessment as part of new CSR (Customer Service Representative) recruiting and ongoing training. Automating spoken language skill assessment by testing fluency and pronunciation in specified language lets organizations better align CSR language skills with customer needs. Ensuring consistent application of language standards, phonetic-based solution is available in 33 languages.
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Original Press release
Nexidia, Inc.
3565 Piedmont Road N.E.
Atlanta, GA, 30305
USA
Nexidia Language Assessor to Automate Evaluation of Customer Service Representative's Language Skills
ATLANTA, June 26 -- Nexidia, the developer and provider of the most effective phonetic-based technology for rich media search and speech analytics solutions, today announced the availability of Nexidia Language Assessor, enabling organizations to automate language assessment as part of new CSR (Customer Service Representative) recruiting and ongoing training. A first of its kind, Nexidia Language Assessor automates a large portion of the labor intensive language skills assessment process, while ensuring consistent application of language standards.
Automating spoken language skill assessment, through testing a person's fluency and pronunciation in a specified language, enables organizations to better align a CSR's language skills with customer needs - a critical element of customer satisfaction.
Customers having difficulty understanding CSRs at offshore call centers is a primary contributor to poor customer experience. According to the Call Center Satisfaction Index by CFI Group, CSRs with poor communications skills resolved problems 45% of the time, while representatives who speak clearly are able to solve issues 88% of the time.
Based on Nexidia's patented technology, Nexidia Language Assessor compares candidates' recorded reading of a script to the phonetic standard of that language, measuring the quality of pronunciation and fluency. The technology reviews, scores and ranks the recorded data, ultimately assisting companies with their preliminary evaluation of hundreds of applicants within minutes. Call centers will also be able to use the technology for ongoing training to assist CSRs' language skills by showing exact areas where improvement is needed.
"Improving the quality of customer communication is a key initiative for the majority of our clients," said John Willcutts, president and chief executive officer of Nexidia. "In response to this need, we were able to leverage our core technology to deliver Nexidia Language Assessor and further extend our clients' abilities to rapidly assess and act upon key skill sets affecting customer experience."
Nexidia Language Assessor is available today in all 33 languages supported by Nexidia.
About Nexidia
Nexidia is a leading provider of highly scalable and accurate rich media search and speech analytics software. By transforming audio and video data into business intelligence, Nexidia allows both government and commercial enterprises, in industries such as Healthcare, Insurance, Financial Services, Media Creation and Aggregation, Telecommunications and Outsourcing, to leverage untapped information previously locked away in audio-video content. Based on years of research and development, Nexidia's phonetic engine is the only technology that allows the user to search on proper names, places, industry terms and jargon without extensive training and cumbersome dictionaries. The process is adaptable to a range of audio analyses and excels across the full spectrum of audio quality. For more information, please visit www.nexidia.com.
CONTACT: Katie Bromley of Nexidia, +1-404-495-7294, kbromley@nexidia.com; or John Carter of SHIFT Communications, +1-617-779-1806, jcarter@shiftcomm.com
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