Call Center Software

[February 05, 2013]

Gerber Life Insurance Expands Relationship with Nexidia

Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced that Gerber Life Insurance is extending its use of the company's Interaction Analytics solution with an on premise deployment to better manage agent compliance and performance in their contact center. In addition, the company is retaining Nexidia (News - Alert) Managed Analytic Services, designed to help customers get the maximum benefit from their interaction analytics implementations.

Gerber Life is the leading provider of juvenile life insurance policies in the US. The company's portfolio includes juvenile life insurance, the "Grow-Up Plan," a whole life policy for children, the "College Plan," an endowment life insurance policy, and various insurance policies for adults. Gerber Life maintains a state of the art contact center at its facilities in Michigan, which serves more than 3 million policyholders.

Gerber Life Insurance recognies the importance of understanding the reasons both existing and potential policyholders contact their service center and what steps can be taken to improve these interactions. During their current engagement with Nexidia, Gerber Life has been able to uncover business intelligence contained within their calls. This has allowed them to improve business processes that led to higher call deflection rates and decreased policy cancellations, all while improving the overall customer experience. Results like these, coupled with their improved ability to manage agent performance, were key to Gerber Life's decision to extend their investment with Nexidia.

"Nexidia helps us to unlock the crucial business intelligence hidden inside of customer and agent interactions," said Bob McDonald, vice president of Contact Center, Gerber Life Insurance. "By further extending our use of Nexidia solutions we are gaining valuable insights needed to ensure every customer call is optimized."

Going forward, the new software will be used to identify opportunities to improve First Call Resolution (FCR), internal sales processes and sales effectiveness. Additionally, the company will continue to identify coaching opportunities that allow for reduced agent non-talk time as well as uncover cross-selling opportunities. With a laser focus on superior customer experience and agent performance, Gerber Life will work to continuously improve their self service systems and further enhance such things as an agent's ability to move potential policyholders through the application process more simply and easily.

"Gerber Life Insurance's commitment to interaction analytics will continue to bring additional improvements to contact center operations," said John Willcutts (News - Alert), president and chief executive officer of Nexidia Inc. "We believe our solution plays a key role in the company's efforts to provide an excellent customer service experience."

About Gerber Life

Since 1967, Gerber Life Insurance Company has provided quality life insurance, especially for middle-income young families. As a financially separate affiliate of the Gerber Products Company, the two companies share a long-standing tradition: to help parents care for their children. It is the Gerber Life mission to be the brand that parents trust the most and rely on for the financial health of their families. By providing affordable, industry-leading juvenile life insurance and other kinds of insurance, Gerber Life strives to give customers peace of mind as their children grow up, knowing that a component of their financial future is secure. For more information, please visit http://www.gerberlife.com/.

About Nexidia

Nexidia provides customer interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit http://www.nexidia.com.

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