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BCBS of Tennessee Licenses Nexidia Enterprise Voice Analytics Software

Nexidia professional services worked with BlueCross BlueShield of Tennessee to implement call driver and average handle time analysis for reprocessed claims, plan to plan unit calls, medical records calls, duplicate claims calls, and other areas.

BlueCross BlueShield of Tennessee (Chattanooga) has licensed search and speech analytics solution vendor Nexidia's Enterprise Speech Intelligence (ESI) 7.0 across the carrier's customer service operations.

BlueCross BlueShield of Tennessee did a proof of concept using Nexidia's QuickStart program which obviates the necessity of installing software. The Proof of Concept was followed by a three-month engagement in which Nexidia hosted a daily stream of BlueCross recordings in its secure data center, according to a Nexidia Source. Nexidia professional services team worked with BlueCross to implement call driver and average handle time analysis in the following areas: reprocessed claims, plan to plan unit calls, medical records calls, duplicate claims calls, and several other areas. During the three-month term of the QuickStart, BlueCross identified specific process improvements that the carrier believes will yield significant annual cost savings.

"We worked with Nexidia speech analytics to evaluate our call center efficiency and equipment and the impact on both our customer satisfaction and our bottom line," says Henry Smith, senior vice president and chief-of-staff, commercial operations unit, BlueCross BlueShield of Tennessee. "The QuickStart process was a helpful tool to help us understand the product and the advantages Nexidia provides. The bottom line is better service for our customers, and lower operating costs for us."

BlueCross BlueShield of Tennessee is the largest health benefit plan in the state, serving nearly 3 million members, paying 65 million claims and more than $17 billion in claims annually. The carrier's contract with Nexia involves a commitment to help establish a "Center of Excellence" to help educated insurance and related industries on the benefits of speech analytics solutions.

"Going through our full QuickStart program, BlueCross BlueShield of Tennessee was able to quickly see first-hand the value speech analytics can bring their business," comments John Willcutts, president and CEO, Nexidia Inc. "We're excited to work with them on the Center of Excellence so other Blue plans can recognize the role speech analytics plays in increasing the effectiveness of their customer service centers."

Anthony O'Donnell has covered technology in the insurance industry since 2000, when he joined the editorial staff of Insurance & Technology. As an editor and reporter for I&T and the InformationWeek Financial Services of TechWeb he has written on all areas of information ... View Full Bio

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