Nexidia Customer Interaction Analytics Selected by Gerber Life

Nexidia (News - Alert) recently announced that Gerber Life Insurance has chosen Nexidia Discover, Analyze and Evaluate to help improve contact centre agent performance as well as to raise the level of customer service in the contact centre. The solution will be implemented by using Nexidia’s OnDemand Hosted Services.

In a release, Bob McDonald, VP of Contact Center at Gerber Life Insurance said, “It’s very important that our policyholders have the best experience possible with Gerber Life. Nexidia provides us with the business intelligence needed to make sure that our business processes and customer service offer the best solution for our policyholders.”

The most significant issues and trends driving customer interaction behavior are identified by Nexidia Discover by automatically analyzing communications between agents and policyholders. Root cause analysis for the issues driving these interactions is carried out by Nexidia Analyze using its robust set of reporting and analytics tools.

Companies are then provided detailed reports to understand the factors driving the interaction issues. Best practices of top performing agents in terms of customer services are used as a standard by Nexidia Evaluate. These best practices along with specific individual needs are then used to train all agents. 

John Willcutts (News - Alert), president and CEO of Nexidia said, “Customer interaction analytics uncovers business issues that impact customer experience, as well as the bottom line. With in-depth analysis, Nexidia helps determine the best actions to take to bring about impactful change. Monitoring and continuous improvement in the contact center ensures the customer is constantly receiving top notch customer service.”

In other news, Nexidia recently partnered with Teleopti, a provider of strategic workforce management (WFM) solutions, to deliver best-of-breed, agent performance management and WFM solutions to contact centers.

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