Gerber Life Insurance extends use of Nexidia's Interaction Analytics solution
Feb 12, 2013 (Datamonitor via COMTEX) --
Gerber Life Insurance Company is extending its use of Nexidia Inc.'s Interaction Analytics solution with an on-premise deployment to better manage agent compliance and performance in its contact center.
Gerber Life Insurance is retaining Nexidia Managed Analytic Services, designed to help customers get the maximum benefit from their interaction analytics implementations, Nexidia said.
"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."
According to Nexidia, going forward, the new software will be used to identify opportunities to improve First Call Resolution (FCR), internal sales processes and sales effectiveness. The company will also continue to identify coaching opportunities that allow for reduced agent non-talk time as well as uncover cross-selling opportunities.
"Gerber Life Insurance's commitment to interaction analytics will continue to bring additional improvements to contact center operations," said John Willcutts, president and CEO of Nexidia Inc. "We believe our solution plays a key role in the company's efforts to provide an excellent customer service experience."
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