Case Studies

Cloud-based analytics provide both centralization and specialization


Transcom found NICE Nexidia Analytics to be the most comprehensive cloud-based solution for analyzing the very wide array of its agent interactions, both in-house and work-at- home. With omnichannel capabilities, Nexidia Analytics derives actionable sentiment intelligence from both speech- and text- based communications. As for implementation, Transcom found the NICE solution easy to build and manage. Its single, uniform administration tool, alongside customizable scorecards and reports, meant that it would effectively support services for the full array of Transcom’s clients, yet provide a coherent overview.