|[February 05, 2013]
Gerber Life Insurance Expands Relationship with Nexidia
ATLANTA --(Business Wire)--
a leading provider of customer interaction analytics solutions for
business transformation, today announced that Gerber
Life Insurance is extending its use of the company's Interaction
Analytics solution with an on premise deployment to better manage
agent compliance and performance in their contact center. In addition,
the company is retaining Nexidia (News - Alert) Managed
Analytic Services, designed to help customers get the maximum
benefit from their interaction analytics implementations.
Gerber Life is the leading provider of juvenile life insurance policies
in the US. The company's portfolio includes juvenile life insurance, the
"Grow-Up Plan," a whole life policy for children, the "College Plan," an
endowment life insurance policy, and various insurance policies for
adults. Gerber Life maintains a state of the art contact center at its
facilities in Michigan, which serves more than 3 million policyholders.
Gerber Life Insurance recognies the importance of understanding the
reasons both existing and potential policyholders contact their service
center and what steps can be taken to improve these interactions. During
their current engagement with Nexidia, Gerber Life has been able to
uncover business intelligence contained within their calls. This has
allowed them to improve business processes that led to higher call
deflection rates and decreased policy cancellations, all while improving
the overall customer experience. Results like these, coupled with their
improved ability to manage agent performance, were key to Gerber Life's
decision to extend their investment with Nexidia.
"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."
Going forward, the new software will be used to identify opportunities
to improve First Call Resolution (FCR), internal sales processes and
sales effectiveness. Additionally, the company will continue to identify
coaching opportunities that allow for reduced agent non-talk time as
well as uncover cross-selling opportunities. With a laser focus on
superior customer experience and agent performance, Gerber Life will
work to continuously improve their self service systems and further
enhance such things as an agent's ability to move potential
policyholders through the application process more simply and easily.
"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."
About Gerber Life
Since 1967, Gerber Life Insurance Company has provided quality life
insurance, especially for middle-income young families. As a financially
separate affiliate of the Gerber Products Company, the two companies
share a long-standing tradition: to help parents care for their
children. It is the Gerber Life mission to be the brand that parents
trust the most and rely on for the financial health of their families.
By providing affordable, industry-leading juvenile life insurance and
other kinds of insurance, Gerber Life strives to give customers peace of
mind as their children grow up, knowing that a component of their
financial future is secure. For more information, please visit http://www.gerberlife.com/.
Nexidia provides customer interaction analytics solutions with patented
technologies and breakthrough applications that enable companies to
drive business transformation by capturing, making sense of, and using
the full range of communications they have with customers. As the
traditional voice of the customer expands from the contact center to
include surveys, email, chats, and even social media sites, Nexidia
provides software and service expertise to help companies synthesize
this data into both a tactical tool for operational improvements and a
catalyst for strategic business transformation. For more information,
please visit http://www.nexidia.com.
[ Back to the Next Generation Communications Community's Homepage ]