Gerber Life Insurance picks Analytics

ATLANTA, US: Nexidia, a provider of customer interaction analytics solutions for business transformation, announced that Gerber Life Insurance has chosen Nexidia Discover, Analyze and Evaluate to better manage contact center agent performance and ensure superior customer service in the contact center. The company will launch the solution utilizing Nexidia’s OnDemand Hosted Services.

In order to ensure the best possible customer service to its policy holders, Gerber Life turned to Nexidia customer interaction analytics, it says on a press release. Nexidia Discover automatically mines interactions between agents and policyholders, identifying the most significant issues and trends. This provides immediate visibility into the critical issues driving customer interaction behavior. Nexidia Analyze provides a robust set of reporting and analytics tools to help companies understand what is driving those issues, identifying root cause through advanced analysis of key areas including interaction drivers, average handle times, first call resolution and interaction correlations.