Time Warner Cable and Ovum To Highlight Key Insights and Benefits of Interaction Analytics on Nexidia Webinar

ATLANTA -- (BUSINESS WIRE) -- Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced that the company will be hosting a webinar highlighting how Time Warner Cable Inc. (NYSE: TWC), one of the nation’s largest providers of video, high‐speed data and voice services, has enabled its contact center to earn a more strategic role in the organization by leveraging Nexidia’s Interaction Analytics.

The webinar, entitled “How Interaction Analytics Makes Customer Care the Enterprise's MVP” — will be held on March 12, 2013 and will feature Keith Dawson, Principal Analyst for Ovum as co-presenter. Dawson leads the research firm’s customer interaction team and is a well-known industry expert on contact center technologies. His focus is on helping organizations understand how they can best leverage technologies and allocate resources to optimize customer satisfaction.

Also presenting will be Senior Director of Enterprise Customer Care for Time Warner Cable (TWC), Rudy Flores, who will share his insights and lessons learned through use of Nexidia’s Interaction Analytics to unlock the tremendous value of the company’s customer interaction data. Flores is responsible for leading the use of analytic assets to gain customer perspective as well as directing TWC’s residential and outsourcing strategies.

Ryan Pellet, senior vice president of Nexidia’s Strategic Consulting Services group, will serve as moderator.

“Contact centers are uniquely positioned to serve as a direct voice of the customer and provide their organizations with invaluable feedback,” commented Dawson. “The key is moving beyond anecdotal stories and using Interaction Analytics to quantify the information contained in customer interactions so that every department from marketing to product development to technical support understands their impact on customer experience.”

The webinar will detail how Nexidia’s Interaction Analytics has enabled these changes at Time Warner Cable, exploring topics such as:

• The operational and strategic value of using Interaction Analytics to synthesize and disperse the data locked inside the customer care center
• How TWC is utilizing Interaction Analytics and customer interaction data as the driving force behind the enterprise’s planning and improvements
• Real world examples of how the empirical evidence Interaction Analytics provides is enabling rapid root-cause identification, insight, and resolution of issues that may originate outside the contact center
• How TWC is leveraging interaction data to gain immediate, data-driven feedback on the performance of newly deployed products and services
• How Interaction Analytics is enabling customer service to partner with marketing to drive customer retention effectiveness and win-back efforts

“Forward thinking companies, like Time Warner Cable, have found the value that Interaction Analytics brings both inside and outside the contact center,” said John Willcutts, president and chief executive officer of Nexidia Inc. “In such companies, Interaction Analytics provides them with the information needed to understand the business decisions and processes impacting their customers’ experience.”

Nexidia’s webinar will be held on March 12 from 1:00-2:00 EST. For more information please visit Nexidia’s event page or to register, visit this CRM Exchange link.

About Nexidia

Nexidia provides customer interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit http://www.nexidia.com.