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

Auto Insurance Telematics Poised for Explosive Growth

Smart cars are getting smarter and have become foundational elements of our increasingly connected world. The data they generate pertaining to things like driver habits, the car condition and adherence to maintenance best practices, where the car is driven, where it calls home, etc. are all critical in determining insurance premiums. In fact, they are what will enable insurers the ability to reward customers who are good drivers and good owners while charging higher rates for those who are less … [ Read More ]
10/23/2014

Allscripts and ScriptSave Partner on Prescription Savings Program

While much attention in the insurance world is centered on using technology to improve the customer care of people with insurance, there are also efforts underway in the U.S. to help those without insurance get timely access to affordable medications. These efforts ultimately have the impact of bending the cost curve for medicines for everyone. [ Read More ]
10/23/2014

Leveraging M2M and IoT Services can Help Conventional Insurers Face Competition, says SAP Study

SAP SE stated that a recent study sponsored by it, revealed that long-standing insurance providers need to leverage and experiment with machine-to-machine and the Internet of Things and also invest more in customer-related technologies in order to gain a competitive advantage over non-insurance companies. [ Read More ]
10/21/2014

Vlocity Introduces Two New Cloud Apps Built on Salesforce1 Platform

Vlocity designs and creates industry-specific applications on the Salesforce1 platform to provide organizations with functional cloud in mobile software solutions that embed industry best practices and business processes. These applications take away all the hard work of integrating the latest technology and the processes an organization needs in one single app that can be deployed across different devices. With Vlocity, organizations are able to improve customer experience interactions across t… [ Read More ]
10/21/2014
FREE Insurance Technology enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!