Aeriandi, a leading provider of secure voice services and NICE, a global leader in cloud and on-premises enterprise software solutions, including advanced customer analytics, have announced a strategic partnership. Under the terms of the partnership, Aeriandi’s customers will have access to an easy to implement speech analytics solution that can analyse both real-time and archived calls. Hosted in Aeriandi’s secure cloud platform, NICE’s Nexidia Analytics solution complements the company’s secure voice payment and voice recording solutions.
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Tom Harwood, co-founder and Chief Product Officer at Aeriandi[/caption]
The contact centre environment is becoming increasingly complex as organisations balance the need to deliver a first-class customer experience with ever-tightening industry guidelines, such as those regulated by the Financial Conduct Authority (FCA).
The ability to analyse voice calls, either in real-time or using historical recordings, helps address these needs. Analytics provides valuable insights into customer behaviour patterns, preferences, and needs – all of which can be used to help organisations optimise the customer experience. It can also be used to ensure complete compliance as calls can be monitored to ensure call agents include all the necessary information during their conversations.
Tom Harwood, co-founder and Chief Product Officer at Aeriandi, said:
“Contact centres are under increasing pressure, especially when it comes to security principles like PCI-DSS, MiFID, GDPR, Dodd-Frank and so on. As the volume of customer interactions via the contact centre continues to grow, that pressure is only going to go up. NICE’s Nexidia Analytics solution can help alleviate some of the burden by giving contact centres an added layer of insight. The proposition for our customers is simple: if your voice recordings are stored in the cloud – why not analyse them there too?”
Miki Migdal, president of the NICE Enterprise Product Group, commented: