Case Study: Northwestern Mutual improves call accuracy and reduces handle time with NICE Systems' Nexidia Analytics

Nexidia Analytics Enables Data-Driven Improvements to Enhance the Client Experience

Northwestern Mutual, a national financial services firm serving millions of clients through thousands of advisors and more than 1,000 client service representatives, faced growing contact-center challenges: CSRs spent time on manual call logging, struggled with subjective and inconsistent call categorization, and managers lacked valid, timely data for trend analysis and coaching. The company needed greater CSR efficiency, accurate data, improved engagement, and better visibility into customer interactions.

Northwestern Mutual deployed Nexidia Analytics (NICE) and Nexidia Managed Analytics Services to automate call capture and categorization. The solution enabled 100% recording and analysis, lifted categorization accuracy from roughly 30% to 70%, reduced average handle time by six seconds across about 1.2 million calls per year (equivalent to two FTEs), and improved reporting efficiency by an estimated 40%—all with a four-month time to value and plans to expand licenses and services.

Northwestern Mutual

Chris McFadin

Call Analytics & Insights Consultant