Canada’s third largest lender by assets
Scotiabank’s Mexico unit has implemented advanced interaction
analytics solution for financial services from Nexidia with
the aim of improving customer service and contact centre
efficiency.
Scotiabank Mexico has also deployed managed
analytics services from customer interaction
analytics solutions provider Nexidia that is
designed to enable customers to get the “maximum benefit” from
their interactions with the bank.
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Scotiabank Canada has been deploying Nexidia
customer interaction analytics since 2011.
Scotiabank Mexico aims to utilise the new
analytics solution deployment to “improve effectiveness” among its
3,000-agents-strong contact centre across the region, and also
enhance its “business processes”.
Dean Turchiaro, director WFM and customer
experience, international banking, Scotiabank, said the information
Nexidia’s analytics will provide the lender will “ensure that
customers continue receiving exceptional service and a superior
experience”.
Scotiabank has a customer base of
approximately 18.6m in over 50 countries globally.
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