Leading Financial Institution Adopts Interaction Analytics to Improve
Contact Center Efficiencies and Ensure Excellent Customer Service
ATLANTA, GA. – August 20, 2012 – Nexidia, a leading provider of customer
interaction analytics solutions for business transformation, today announced
that Scotiabank Mexico has selected Nexidia Advanced Interaction Analytics
for Financial Services. The company is also retaining Nexidia Managed
Analytic Services, a professional services program designed to help
customers get the maximum benefit from their interaction analytics
implementations.
Scotiabank is one of North America’s premier financial institutions and
Canada’s most international bank, with more than 70,000 employees. The
company offers a broad range of products and services including personal,
commercial, corporate and investment banking. Scotiabank Group and its
affiliates serve some 18.6 million customers in more than 50 countries
around the world.
Scotiabank Canada has been utilizing Nexidia customer interaction analytics
since 2011, and is now leveraging their experience with the solution for
Scotiabank Mexico. The location has a contact center of 3,000 agents
supporting customers across the region and will be processing 1,250 hours of
interactions every day. The company will utilize the information uncovered
to improve business processes and agent effectiveness.
“Nexidia helps us to unlock the invaluable business intelligence hidden
inside of customer and agent interactions,” said Dean Turchiaro, Director
WFM & Customer Experience, International Banking, Scotiabank. “This
information will drive improvements in the contact center to ensure that our
customers continue receiving exceptional service and a superior experience.”
The company is also utilizing Nexidia Managed Analytic Services, which
provides the knowledge and resources needed to rapidly discover relevant
business intelligence. The Managed Analytic Services team understands the
needs of the contact center specific to the financial industry, and is
helping the company ensure a fast return on its investment in Interaction
Analytics.
“Nexidia Advanced Interaction Analytics for Financial Services is designed
to address specific issues affecting financial institutions,” said John
Willcutts, president and chief executive officer of Nexidia Inc. “With
Nexidia, companies are able to pinpoint the most crucial areas for
improvement and create effective change in contact center activities.”
About Nexidia
Nexidia provides 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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