Insurance Technology Featured Article

Nexidia extends partnership with Gerber Life Insurance

February 05, 2013

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.”




Edited by Carlos Olivera

Article comments powered by Disqus

Related Insurance Technology Articles

New Technologies Make Teens with Smartphones Safer Drivers

Driving with a smartphone can be a welcome addition to a driver's arsenal of tools. Not only can it take the place of a dedicated dash-mounted GPS system, offering turn-by-turn directions and readily updated maps, it can even be put to work as a replacement for radio, offering the best of streaming music while driving. But anyone knows that a powerful tool can be dangerous, and driving with a smartphone has great potential to make for distracted driving. That's a point that can be addressed with… [ Read More ]
04/27/2015

MediaAlpha Launches Direct-to-Quote (DTQ) to Improve Online Consumer Experience

A report released by SNL Financial from data compiled in June of 2014 revealed the insurance industry as a whole spent more than $6 billion in advertising in 2013. While TV, radio and print have limited reach as to how consumers interact with the content, online advertising is the perfect medium to further that interaction into potential sales. And with the increased adoption of smart mobile devices, there are more opportunities for advertisers to create engaging ads that deliver tangible result… [ Read More ]
04/22/2015

Trinity Health Implements athenaOne to Improve Operational Performance and Increase Value to Patients

Trinity Health, a multi-institutional Catholic healthcare delivery system, has entered a partnership with athenahealth, a provider of cloud-based healthcare services, to deploy the athenaOne solution into some of Trinity Health's physician network offices. This solution will effectively help the organization boost revenue, gain valuable insights, streamline patient interactions and reduce administrative work. [ Read More ]
04/16/2015

Infosys: Insurance Must Take Customer-Centric Approach to Technology

A new survey by Infosys has found that insurance companies need to pay more attention to the customer experience as they improve their digital strategies. [ Read More ]
04/15/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!