For the third year in a row, Nexidia captured the top spot in this year’s rankings, fueled again by its industry-leading positions in cost, ease of use, and ease of installation. But not one to rest on its laurels, the company was busy upgrading its phonetics-based Enterprise Speech Intelligence (ESI) application and Workbench development environment, expanding its customer service and professional services organizations, and launching a Center of Excellence to showcase best practices and the economic and business values of speech analytics. ESI enhancements include improved reporting, dashboards, call categorization, and speaker-separated analysis. Workbench upgrades include real-time analysis tools, automatic search enhancements, automatic audio classification, improved transcript synchronization, and beefed-up audio indexing.