Health insurer Blue Cross and Blue Shield of North Carolina has selected Nexidia's Enterprise Speech Intelligence (ESI) solution to support the company in determining enhancements to its service center operations.
The company said, the new solution will be implemented with Nexidia OnDemand, which is hosted in Nexidia’s scalable and highly secure, PCI-compliant network operations center.
The company is also retaining Nexidia Managed Analytic Services, a new professional services program that will help BCBSNC get the maximum benefit from their speech analytics implementations.
With the additional insight that Nexidia’s speech analytics will provide, BCBSNC can mine the wealth of business intelligence that is contained in customer calls.
In addition, this information can be used to analyze call patterns, look for self-service opportunities, and help align and refine product designs.
Blue Cross and Blue Shield of North Carolina vice president of enrollment and customer service Stevie McNeal said with the actionable intelligence gained from analyzing caller experience data, the firm will be better equipped to further understand customer needs, as well as pinpoint opportunities to enhance the effectiveness and efficiency of the entire service experience.