IVR

Nexidia (News - Alert), the provider of audio search and speech analytics solutions, introduced Nexidia ESI (News - Alert) Capture, a new element of its flagship Enterprise Speech Intelligence, or “ESI,” software suite that allows contact centers to integrate Nexidia’s speech analytics applications directly into their switching environment. 

Nexidia Enterprise Speech Intelligence delivers benefits to contact center organization. The company’s powerful, patented phonetic search technology, helps to take advantage of the intelligence of company's audio data. 

Nexidia ESI includes advanced visual reporting and analysis tools that give executives and managers instant access to large volumes of data in simple, intuitive reports. ESI Capture is designed to bypass the need for legacy call recording platforms, for an efficient and streamlined speech analytics processing with a lower total cost to the enterprise. 

Companies implementing speech analytics in their contact center must integrate into one of several legacy call recording systems to access their data. Nexidia has developed the broadest set of integration capabilities, providing automated access to calls and meta-data from nearly all legacy systems. 

With ESI Capture, Nexidia streamlines the process to allow companies access to their voice data directly from its source. 

“Some of our customers have said they are tired of the complexity and data constraints that exist in the legacy call recording environments,” John Willcutts (News - Alert), president and CEO of Nexidi, said.  

“With ESI Capture, Nexidia is liberating this data to make it a more accessible source of business intelligence. This also means that companies who were in the market for a call recording platform can now avoid that expenditure altogether, and implement a speech analytics solution with greater efficiency and at substantially lower total costs,” Willcutts said. 

Nexidia ESI Capture allows contact centers to bypass these legacy call recording platforms and capture their calls and meta-data information directly from the switching environment. By integrating directly into both traditional and VoIP-based networks, Nexidia simplifies the process of implementing speech analytics on a broad scale. 

Nexidia ESI Capture contains two primary elements. The first one is extractor. At the core of ESI–Capture is the Extractor application programming interface (API), a set of “hooks” that allow Nexidia to interface directly into either a traditional switching environment or into the newer, VoIP-based networks. 

The second element is record, the Record feature collects and records the calls and meta-data directly from the switching environment and stores the data in standard file system architecture, thereby eliminating the need to use legacy call recording platforms. This reduces overall cost and provides open standards access to these recordings so call centers can get immediate benefit from further analysis of the content. 

Building on the strength and scalability of Nexidia’s patented phonetic indexing technology, ESICapture can process up to 1,000 streams of audio in real-time on a single server, making it an economical solution for even the largest contact center