Gerber Life Insurance has selected Nexidia Discover, Analyze and Evaluate to provide the best possible customer service to its policy holders in the contact center.
The company will use Nexidia’s OnDemand Hosted Services for the Nexidia customer interaction analytics.
Nexidia Discover provides immediate visibility by identifying the significant issues and trends and drives customer interaction behaviour by mining their interaction.
A set of reporting and analytics tools will be provided by Nexidia Analyze, assisting the companies in understanding issues and identifying cause through advanced analysis of key areas.
Nexidia Evaluate determines the performance across all teams and individual agents to monitor improvements and continue to monitor best practices.
Gerber Life Insurance Contact Center vice president Bob McDonald said that Nexidia provides them with the business intelligence needed to make sure that their business processes and customer service offer the best solution for their policyholders.