Transcom Nexidia Analytics

Case Study: Transcom Worldwide (Transcom)

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.View storyCUSTOMER PROFILE
THE CHALLENGE
Transcom defines its principal role as positively impacting customer loyalty and increasing revenue for its clients, by making service and support interactions as effortless and enjoyable as possible for the client’s customers. The company provides customer engagement through multiple channels, including phone, email, chat, and social media.Transcom invests in retaining an engaged, skilled, and enthusiastic workforce as key to its “smarter people experiences and excellent customer service.” However, the company recognizes that the best results for its clients also depend on effective, consistent, advanced and reliable technology.With its global network, spanning 21 countries, 50 contact centers and built up over decades, Transcom’s technology estate was widely dispersed and inefficient. Its many disparate homegrown and third-party systems were difficult to coordinate and made performance hard to measure across the enterprise.In light of the company’s size and spread, leadership decided that a cloud solution would provide coherent and consistent performance analytics from across its global assets. To that end, Transcom sought a flexible solution that would ensure simplified implementation, of both infrastructure and services, across the company’s locations and work-at-home employees.With cloud-based cutting-edge technology in place for obtaining analytics regarding its services, Transcom expected to be able to deliver tangible results for its clients and reduce its IT costs.ON THE NICE SOLUTION
“The NICE cloud solution reduced our technology infrastructure investment and lifted the IT support burden.”
Global IT DirectorTHE SOLUTION
Results Reinforced Exec Level Buy-in
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.Transcom initially decided to deploy Nexidia Analytics as a pilot program in the context of services provided to an established client in the Spanish market. Among the metrics to be monitored for evaluation during the pilot were revenue and average handle time (AHT).Defining and Obtaining Valuable Data
Transcom technology group worked in close collaboration with NICE Nexidia support personnel to define the most valuable data to be collected, collated and analyzed. This was specific to the pilot and the client’s industry.In addition, the teams created a robust process for extracting data from the various interactions. This included a transfer of both audio and metadata into the NICE Nexidia cloud environment for optimal preservation, search and analysis.Transcom’s in-house Business Improvement team was fully trained on using Nexidia Analytics, understanding its capabilities, and the purpose of the pilot. This played an important role during deployment and later assessment.The next step was setup and deployment of Nexidia Analytics to the desktops of Team Managers at the Transcom contact center where the pilot was taking place. The Transcom Business Improvement team provided briefings to Team Managers on the ‘hows’ and ‘whys’ of Nexidia Analytics and the Quality Central Portal Dashboard that was rolled out. This stage was a key enabler of user adoption, according to Andras Bacsa, Transcom’s Global IT Director.Thanks to the pre-deployment training, the Business Improvement team at Transcom was primed to perform analysis within weeks of the Nexidia Analytics deployment across all interaction types. Key insights from the initial results were then quickly provided to senior stakeholders, which reinforced buy-in at the executive level.The results noted by the Transcom Business Improvement team included:- Improved quality and support of coaching initiatives among pilot group employees
- Improved revenue
- Reduced AHT
- Reduced technology infrastructure investments
- Improved compliance thanks to the capability to isolate and identify specific elements of interactions
- Relieved in-house IT teams of analytics tech support burden