Cicero Inc. and Nexidia announced a partnership that will deliver an innovative approach to recording and desktop analytics for PCI compliance and deeper insight into customer interactions. The solution is being deployed for a large communications company who will utilize pause and resume, a capability that suspends the recording of sensitive information during the call, as well as screen capture to gather valuable metadata from the agent's desktop. Cicero Discovery is a lightweight and configurable tool that easily collects targeted data and events from existing applications running on the agents' desktops, for the purposes of analyzing agent call handling behavior, identifying customer characteristics, and driving particular agent workflows.

Specifically, Cicero Discovery augments Nexidia's recording platform, Nexidia Capture, to provide Desktop Trigger, an enhanced PCI-compliant capability for the agent desktop. Nexidia Desktop Trigger automatically triggers the call muting and screen masking features of Nexidia Capture during the portions of a call where sensitive information is discussed. Nexidia Desktop Trigger integrates with any desktop application (CRM, CTI etc.) and can be deployed without any changes to the target application.

In addition, Nexidia Desktop Trigger tags call recordings and screen captures with business event data gathered from the desktop application(s), as well as the point in time specific events occurred during an interaction with a customer, e.g. the point in the call where the order was placed, the order number, the order resolution status, etc. This information can be used with Nexidia Interaction Analytics, a complete customer interactions analytics solution, as additional metadata to further refine insights into agent efficiency and customer experience. These new solutions extend Nexidia's capabilities to derive actionable intelligence from the customer interactions while ensuring regulatory compliance.

The partnership will, in essence, eliminate the difficulty associated with retrieving vital application and process data that is normally out of reach, resulting in both improved customer and agent experiences.