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Gerber Life Selects Nexidia Customer Interaction Analytics

The carrier's goal is to enhance the customer experience in its contact center.

Related: Insurers' Customer Advocates Glean Insights from Data

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.”

Nathan Golia is senior editor of Insurance & Technology. He joined the publication in 2010 as associate editor and covers all aspects of the nexus between insurance and information technology, including mobility, distribution, core systems, customer interaction, and risk ... View Full Bio

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