NICE Ltd. announced that one of Australia's multinational insurance companies is implementing Nexidia Analytics as part of an initiative to improve customer experience, increase efficiency and reduce costs. The company selected the next-generation omnichannel analytics solution due to its speed, accuracy and responsiveness, as well as its integration capabilities and impressive proven results. Nexidia Analytics rapidly captures and analyzes 100% of the Australian insurer's customer calls, combines the information with interaction data from web chats, surveys and more, and then derives rich, accurate and actionable insights. This allows the company to identify customer service pain points, take action to address them, forecast the potential benefits of specific improvements, and later measure the results. With unified metrics from various interaction channels, company supervisors are also empowered to identify best practices and coaching opportunities among their agents, ensuring that required scripts and regulatory requirements are fulfilled. With nearly 5,000 contact center seats, handling about 12 million interactions annually, the company identified a business opportunity in making customer experience one of its key differentiators. Recognizing that this required a more precise understanding of their customer interactions, the company selected NICE's Nexidia Analytics solution to provide the insights that drive increased satisfaction and efficiency. As a NICE customer for over 20 years, the insurer saw Nexidia Analytics as an extension of its existing offering, seamlessly integrating with the NICE recording platform already in use.