[January 30, 2012]

Gerber Life Insurance Selects Nexidia Customer Interaction Analytics

Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced that Gerber Life Insurance has chosen Nexidia (News - Alert) Discover, Analyze and Evaluate to better manage contact center agent performance and ensure superior customer service in the contact center. The company will launch the solution utilizing Nexidia's OnDemand Hosted Services.

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 forchildren, life insurance policies for adults, and accident protection. Gerber Life maintains a state of the art contact center at its facilities in Michigan, which serves more than 3 million policyholders.

In order to ensure the best possible customer service to its policy holders, Gerber Life turned to Nexidia customer interaction analytics. Nexidia Discover automatically mines interactions between agents and policyholders, identifying the most significant issues and trends. This provides immediate visibility into the critical issues driving customer interaction behavior. Nexidia Analyze provides a robust set of reporting and analytics tools to help companies understand what is driving those issues, identifying root cause through advanced analysis of key areas including interaction drivers, average handle times, first call resolution and interaction correlations.

Nexidia Evaluate benchmarks best practices of top performing agents who provide the highest level of customer service to policyholders. All agents are then trained according to these best practices, with targeted coaching specific to the needs of each individual. Evaluate tracks agent performance across all teams and individual agents to monitor improvements and continue to monitor best practices.

"It's very important that our policyholders have the best experience possible with Gerber Life," said Bob McDonald, vice president of Contact Center, Gerber Life Insurance. "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."

"Customer interaction analytics uncovers business issues that impact customer experience, as well as the bottom line. With in-depth analysis, Nexidia helps determine the best actions to take to bring about impactful change," said John Willcutts (News - Alert), Nexidia's president and chief executive officer. "Monitoring and continuous improvement in the contact center ensures the customer is constantly receiving top notch customer service."

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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