MicroAutomation & Nexidia Announce Partnership To Expand Contact Center Self-Service Capabilities
MANASSAS, Va. & ATLANTA--(BUSINESS WIRE)--MicroAutomation, a leading systems integrator of call center automation solutions, and Nexidia, the market-leading provider of audio search and speech analytics solutions, today announced a strategic partnership designed to help contact centers more quickly and efficiently identify and address customer Self-Service and other related caller experience-related challenges. The partnership brings together the combined capabilities of both companies to support and develop market-leading Interactive Voice Response (IVR) and caller experience-related solutions in the contact center market.
The strategic partnership will leverage MicroAutomation's expertise in resolving caller experience-related challenges by utilizing Nexidia's award-winning speech analytics software. This will enhance MicroAutomation's ability to rapidly diagnose and identify key improvement opportunities for their customers. Using the Nexidia-enabled operational and business insights will increase MicroAutomation's ability to add value during their project engagements by increasing live agent and customer Self-Service efficiency while reducing operational costs. With MicroAutomation's specialized expertise, Nexidia in turn gains a strong partner with the professional services resources and experience required to help joint customers quickly resolve IVR-related technology and process challenges.
"This partnership represents a comprehensive way for organizations to improve the overall experience that they are trying to deliver to their customers—including their (speech-enabled) IVR platforms as well as the way they route calls within their organization to resolve customer requests, " said Dan Abernathy, Vice President of Sales and Marketing at MicroAutomation. "By combining our respective areas of expertise, our partnership provides a turnkey solution that not only identifies areas of improvement for organizations but then shows them a clear path to the optimization of their internal processes."
"By joining forces, both Nexidia and MicroAutomation have the opportunity to increase their market reach as well as their ability to add value to their respective customer bases," said John Willcutts, president and CEO of Nexidia Inc. "The strengths and capabilities of both companies are complementary in many ways. Together, this partnership will enable us to combine our core capabilities and expertise to help companies identify and resolve their most critical customer experience and self-service challenges more quickly and cost-effectively than ever before."
Both MicroAutomation and Nexidia have experience working in a variety of industries with various contact center environments including on-premise, hosted and hybrid. The companies recently presented a joint webinar that focused on success stories in the healthcare industry, which can be accessed on the following link: http://nexidia.com/contact/index.php?func=webinar&id_online=17.
About Nexidia
Nexidia is the audio and video search company with patented technologies and breakthrough applications that enable customers to quickly gain new insights, build competitive advantage and realize the amazing possibilities now discoverable in audio and video content from call centers, media outlets, government intelligence and legal discovery. For more information, please visit www.nexidia.com.
About MicroAutomation, Inc.
MicroAutomation is a leading systems integrator offering an extensive range of call center technology solutions and professional services. Since 1991 MicroAutomation has designed, developed and implemented solutions worldwide in a variety of industries. MicroAutomation solutions help companies maximize the efficiency of their call center infrastructures and empower their customer service strategies. For more information, visit us at www.microautomation.com.
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