Gerber Life Insurance Expands Relationship with Nexidia

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Leading Provider of Juvenile Life Insurance Further Invests in Nexidia
Interaction Analytics To Enhance Agent Performance and Customer Experience

ATLANTA, GA – February 5, 2013 – Nexidia, 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 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 recognizes 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, 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/.

About Nexidia
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.

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