Gerber Life Selects Nexidia Customer Interaction Analytics
Jan 30, 2012 -- Fremont, Mich.-based Gerber Life Insurance will deploy Atlanta-based Nexidia's Nexidia Discover, Analyze and Evaluate to manage contact center agent performance and ensure superior customer service.
Nexidia will host the analytics software, which mines interactions between agents and policyholders, for Gerber. The Nexidia suite also features reporting and analytics tools, as well as benchmarking, to reveal best practices for the ideal agent-policyholder interaction.
"It’s very important that our policyholders have the best experience possible with Gerber Life," Bob McDonald, VP of Contact Center for Gerber Life Insurance, says in a statement. "Nexidia provides us with the business intelligence needed to make sure that our business processes and customer service offer the best solution for our policyholders." Posted by Veronica Silva Cusi, news correspondent Source: http://www.insurancetech.com
About Nexidia: Nexidia is the developer and provider of the most effective phonetic-based technology for audio and video search. Nexidia provides highly scalable and accurate search solutions for contact centers, government intelligence, the legal industry and rich media content providers. Nexidia’s phonetic engine is the only technology that allows the user to search on proper names, places, industry terms and jargon without extensive training and cumbersome dictionaries.
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