In an effort to enhance business processes, agent effectiveness and contact center efficiencies, Canadian international bank and North American premier financial institution Scotiabank has employed the speech analytics expertise of Nexidia (News - Alert).
Nexidia’s Enterprise Speech Intelligence product suite, which includes Nexidia Discover, Search, Analyze and Evaluate, will be used to analyze the bank’s daily audio found within personal, commercial, corporate and investment banking transactions.
In addition, Scotiabank is taking its efforts a step further by using Nexidia’s Managed Analytic Services, a professional services program that provides another layer of speech analytics. With proficiency in comprehending contact center requirements specific to the financial space, the Managed Analytic Services team will help the bank achieve a rapid return on investment in speech analytics though relevant business intelligence discovery.
“Making relevant improvements in the contact center requires insight of agent/customer calls,” said John Willcutts (News - Alert), president and chief executive officer of Nexidia. “Nexidia ESI and Managed Analytic Services quickly uncover the business intelligence needed to create effective change in contact center activities.”
With more than 70,000 employees and some 18.6 million customers throughout 50 countries across the globe, Scotiabank initially sought out Nexidia’s QuickStart program to immediately delve into contact center efficiencies. With much success, Scotiabank then employed Nexidia’s on-premise services for the ultimate goal of improving bank processes.
“Harnessing the voice of the customer through speech analytics brings us invaluable business intelligence,” said Jason Charlebois, vice president of Customer Contact Centers at Scotiabank. “This information will drive improvements in our continuous delivery of excellent customer experiences through both operational and management efficiencies.”
Scotiabank’s selection of Nexidia’s customer interaction and speech analytics solutions falls in line with a recent trend of many financial institutions calling upon companies like Nexidia to enhance contact center efficiencies. A recent study uncovered that speech analytics technologies are helping banks to obtain critical business intelligence, extract the voice of the customer, and help drive better decision making, as reported by TMCnet.
With live speech analytics, banks will be in a position to know “exactly what is being said, or sold, during or straight after every phone call handled by their call center agents,” according to the study.
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Tammy Wolf is a TMCnet web editor. She covers a wide range of topics, including IP communications and information technology. To read more of her articles, please visit her columnist page.
Edited by Jennifer Russell