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Speech Technology Magazine

Scotiabank Mexico Selects Nexidia Advanced Interaction Analytics

Aug. 20, 2012

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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