Speech analytics for service excellence

Our use of Nexidia – an innovative speech analytics tool – reflects our client-centric approach and commitment to service excellence. Developed and deployed by Medscheme, Nexidia analyses phone calls between employees, scheme members, brokers and service providers. It delivers insights into key metrics such as average handling time, non-talk time and sentiment.

Sentiment analysis is a game-changing feature. By examining spoken words during a call, Nexidia assigns a score indicating customer satisfaction. This real-time feedback allows us to understand customer experiences more deeply and respond proactively. Nexidia’s benefits extend beyond data. It equips team leaders and managers with insights to improve communication. By enhancing the quality and efficiency of interactions, Medscheme is able to deliver quicker and more satisfactory responses – ultimately improving the healthcare experience for our members.