Wavetec Launches Nexia Reports: AI-Powered Reporting for Connected Customer Experiences

New enterprise AI platform enables organizations to create governed dashboards and reports through natural-language prompts, combining customer-flow intelligence with authorized data from across the enterprise.

Wavetec today announced the launch of Nexia Reports, an enterprise AI reporting platform designed to help organizations transform operational and customer-experience data into dashboards, reports and visual insights within minutes.

Instead of waiting weeks for a new report to be specified, developed and validated, authorized users can simply describe what they need, or modify existing reports.

“Create a dashboard comparing demand, waiting time, abandonment, customer profiles and service outcomes across all locations.”

or

“add a column with customer feedback”

Nexia Reports interprets the request, identifies the relevant governed data and creates the corresponding report or dashboard. Users can refine the output through follow-up prompts, apply filters and save it for continued operational use. Moreover, Nexia Reports guides the user through questions to make the creation of new reports more effective.

“Organizations already have large volumes of operational and customer data, but accessing the right information can still require considerable time and technical effort,” said Asif Bilgrami, Head of Nexia at Wavetec. “Nexia Reports gives business users a faster and more intuitive way to work with that information, while maintaining the integrations, controls and governance expected by enterprise customers.”

The launch reflects a wider shift in enterprise AI. Accenture’s research into generative AI and enterprise reinvention emphasizes that sustainable AI value comes from combining the technology with trusted enterprise data, established business processes and clearly defined operating models, not from deploying AI as an isolated conversational tool.

Nexia Reports follows the same principle. It can bring Wavetec customer-flow information together with authorized data from other enterprise environments, including core-banking platforms such as Temenos and other banking systems, Hospital Information Systems, CRM platforms, appointment systems and case-management applications.

This creates reporting that goes beyond the queue itself and provides a broader view of the customer or patient journey.

From Queue Management to Connected Experience Intelligence

Nexia Reports represents the next stage of Wavetec’s evolution from queue management to connected experience intelligence.

The platform builds on Wavetec’s experience across more than 30,000 customer-flow deployments worldwide, supporting organizations in banking, healthcare, government, telecommunications and other high-volume service environments.

Wavetec technology powers some of the world’s largest service networks, including more than 1,000 Banorte branches in Mexico, 278 BBVA branches in Peru and over 100 Banque Saudi Fransi branches in Saudi Arabia. Its solutions also support healthcare facilities, government authorities and telecommunications providers across multiple regions.

This experience gives Nexia Reports an important advantage. It does not begin as a blank, general-purpose business intelligence tool. It begins with an understanding of customer journeys, service operations, waiting-time performance, appointment behavior, customer routing and the factors that influence service outcomes.

More than AI-generated Queue Reports

The purpose of Nexia Reports is not simply to create existing queue reports more quickly.

Customer experience is rarely determined by the queuing system alone.

In a bank, service performance may be influenced by the customer’s segment, appointment status, requested transaction, relationship value or the readiness of supporting documents.

A hospital may need to understand how patient demand and waiting times relate to appointments, departments, clinical services or patient categories.

A government service center may need to connect waiting times with application types, case status, service completion and repeat visits.

Nexia Reports enables organizations to combine authorized Wavetec information with relevant data from connected enterprise platforms, which can include:

• Core-banking systems such as Temenos
• CRM platforms such as Microsoft Dynamics 365
• Hospital Information Systems such as Oracle Health and Cerner
• Appointment and case-management systems
• Transaction and service-delivery platforms
• Other governed enterprise databases and applications

Wavetec already has extensive experience integrating customer-flow solutions with these enterprise environments. Nexia Reports extends this capability into an AI-assisted reporting layer, while Wavetec continues expanding its API-based integration capabilities for additional systems and deployment architectures.

The result is not merely a faster version of an existing queue dashboard. It is a connected operational view that can relate customer demand and service performance to wider customer and business outcomes.

Create Reports Through Natural-Language Prompts

Nexia Reports allows users to describe the required analysis in familiar operational language.

A regional banking manager could request:

“Compare branch demand, waiting time and abandonment by customer segment. Highlight locations where premium customers are experiencing delays and show the services responsible.”

A hospital operations team could ask:

“Show patient demand and waiting time by department, appointment type and time of day. Identify where delays are affecting the largest number of patients.”

A government service authority could request:

“Compare waiting time, repeat visits and completion rates by service center and application type.”

Nexia Reports can interpret the objective, ask clarifying questions where necessary and produce a corresponding report or dashboard using only the information the user is authorized to access.

Generated outputs can include operational KPIs, charts, comparisons, filters and supporting data. Users can save, reuse and modify these dashboards as their requirements evolve.

Built-in Customer-Flow Knowledge and Templates

Nexia Reports includes a growing library of predefined dashboards, reports and operational templates informed by Wavetec’s customer-flow experience.

Rather than beginning every reporting project from scratch, organizations can start with established reporting models for:

• Demand and arrival patterns
• Waiting-time and SLA performance
• Service and employee productivity
• Abandonment and rejected arrivals
• Appointment performance
• Branch and location comparisons
• Customer-segment analysis
• Service outcomes and completion rates

Users can apply these reports immediately or modify them through prompts to reflect their specific services, locations, operating models and management objectives.

This combination of AI-assisted creation and customer-flow knowledge allows organizations to reach useful operational outputs faster than with a reporting environment that must first be taught the meaning and relationship of every metric.

Enterprise AI with Visible Controls

Nexia Reports has been designed for organizations where data security, governance and explainability are essential.

Behind the conversational interface is a controlled reporting process that can include:

• A knowledge layer for customer-flow terminology and KPIs
• Role-based and row-level access controls
• Validation of generated reporting queries before execution
• Restrictions against unauthorized database changes
• Visible supporting query and data-lineage information
• User and activity audit trails
• Governed report-export options
• Deployment choices aligned with enterprise security requirements

Where structured databases are used, Nexia Reports can generate the reporting query required to answer the user’s request. The query is validated before execution, providing an additional control between the prompt and the underlying enterprise data.

The technical complexity remains behind a straightforward experience: users describe the outcome they need, while Nexia handles much of the work required to create the report.

Complementing Power BI and Tableau

Nexia Reports is not intended to replace organization-wide business intelligence platforms such as Power BI or Tableau, yet.

These platforms remain valuable for enterprise analytics and specialist-developed reporting. Nexia Reports provides a domain-specific layer focused on customer journeys, physical service operations and Wavetec’s customer-flow expertise.

Its differentiation comes from combining:

• Natural-language report creation
• Customer-flow domain intelligence
• Predefined operational best practices
• Wavetec and third-party data integration
• Enterprise governance and auditability
• A direct connection to real service operations

Nexia Reports can also work alongside an organization’s existing BI environment, helping operational teams generate governed reports more quickly while allowing approved outputs to contribute to wider analytical initiatives.

It is not simply AI generating a chart. It is AI working within an established customer-experience platform and connected enterprise data environment.

Spectra 2.0 provides the Operational Foundation

Nexia Reports forms part of Wavetec’s broader enterprise AI direction.

Spectra 2.0 provides the trusted customer-flow foundation through live dashboards, historical analytics, predictive demand forecasting and simulation of proposed operational changes.

Nexia Reports sits above this foundation, allowing users to explore that intelligence through natural language, create new reports and connect customer-flow information with wider business context.

Existing compatible Wavetec customers can therefore extend the value of their deployed infrastructure without replacing the queue management systems already operating across their service network.

The relationship is straightforward:

Spectra 2.0 structures, predicts and models the operation. Nexia Reports makes that intelligence easier to access, connect and visualize.

The First Release in the Nexia AI Family

Nexia Reports is the first major release within Wavetec’s emerging Nexia AI family.

Future Nexia capabilities will expand beyond reporting as Wavetec develops additional applications for enterprise AI across operational decisions, customer journeys and coordinated service delivery.

The objective is to help organizations move progressively from observing customer experience to understanding it—and ultimately improving it in real time.

Experience Nexia Reports

Organizations interested in Nexia Reports can request a demonstration based on their industry, reporting requirements and existing technology environment.

Request a demonstration: nexia.wavetec.com

About Wavetec

Wavetec is a global customer-experience technology company providing customer-flow management, self-service, appointment scheduling, digital signage, customer feedback and experience intelligence solutions.

Its platforms help banks, healthcare providers, government agencies, telecommunications companies and other service organizations manage customer journeys across physical and digital channels.