Nexidia (News - Alert), a provider of customer interaction analytics solutions for business transformation, recently announced that it has extended its partnership with Gerber Life Insurance. According to the terms of the agreement, Gerber Life Insurance will keep using the Nexidia’s Interaction Analytics solution to further improve the management of agent compliance and performance in their contact center. In addition, the company will also retain Nexidia Managed Analytic Services.
Interaction Analytics is Nexidia’s next generation contact center analytics software. It enables contact centers to easily capture, synthesize and disperse critical business intelligence formerly locked inside different types and forms of multi-channel customer interactions. With Interaction Analytics, Gerber Life Insurance is expanding its contact center capabilities to further implement quality assurance to provide that its agents are following performance management coaching strategies.
Nexidia has created a unique means by which users access a holistic collection of customer communications that can be mined for business intelligence. Results are delivered via performance dashboards that allow users to drill down to the actual customer interaction whether by voice or text. Nexidia Interaction Analytics is also available in advanced versions designed to meet the needs of specific vertical markets. Vertical markets addressed by this release of Interaction Analytics include healthcare, communications, financial services and technology sectors.
“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.”
“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.”