ATLANTA, GA – May 23, 2011 – Nexidia, a 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. 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-premises 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 of 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 using 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 CEO of Nexidia. "Nexidia ESI and Managed Analytic Services quickly uncover the business intelligence needed to create effective change in contact center activities."
About Scotiabank
Scotiabank is one of North America's premier financial institutions and Canada's most international bank. With more than 70,000 employees, Scotiabank Group and its affiliates serve some 18.6 million customers in more than 50 countries around the world. Scotiabank offers a broad range of products and services including personal, commercial, corporate, and investment banking. With assets above $541 billion (as at January 31,), Scotiabank trades on the Toronto (BNS) and New York Exchanges (BNS). For more information please visit www.scotiabank.com
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.