Scotiabank invests in Nexidia speech analytics
Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced that Scotiabank has selected Nexidia's Enterprise Speech Intelligence (ESI) product suite, including Nexidia Discover, Nexidia Search, Nexidia Analyze and Nexidia Evaluate.
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The company is also retaining Nexidia Managed Analytic Services, a professional services program designed to help customers get the maximum benefit from their speech 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.
The company initially engaged with Nexidia's QuickStart program to focus on contact center efficiencies. As a result, Scotiabank has entered into an on-premise engagement with Nexidia, expanding the capacity of the solution to analyze thousands of hours of audio daily, with the goal of improving processes and agent effectiveness.
"Harnessing the voice of the customer through speech analytics brings us invaluable business intelligence," said Jason Charlebois, vice president, Customer Contact Centers. "This information will drive improvements in our continuous delivery of excellent customer experiences through both operational and management efficiencies."
Additionally, the company is 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 speech analytics.
"Making relevant improvements in the contact center requires insight of agent/customer calls," said John Willcutts, president and chief executive officer of Nexidia Inc. "Nexidia ESI and Managed Analytic Services quickly uncover the business intelligence needed to create effective change in contact center activities."