Scotiabank Mexico Selects Nexidia Advanced Interaction Analytics

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 Canada has been using 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 use 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, in a statement.. "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 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 Interaction Analytics.

"Nexidia Advanced Interaction Analytics for Financial Services is designed to address specific issues affecting financial institutions," said John Willcutts, president and CEO of Nexidia, in the statement. "With Nexidia, companies are able to pinpoint the most crucial areas for improvement and create effective change in contact center activities."