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.
The company initially engaged with Nexidia’s QuickStart program to focus on contact center efficiencies. As a result, Scotiabank has entered into an on-premise 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.
Additionally, the company is utilizing Nexidia Managed Analytic Services, which provides the knowledge and resources needed to rapidly discover relevant business intelligence.
Scotiabank vice president of Customer Contact Centers Jason Charlebois said harnessing the voice of the customer through speech analytics brings them invaluable business intelligence. This information will drive improvements in their continuous delivery of excellent customer experiences through both operational and management efficiencies.
