BCBSNC Selects Nexidia for Call Center Improvements

The health insurer will use Nexidia's speech intelligence technology and analytics services to improve its customer experience.

Durham, N.C.-based Blue Cross and Blue Shield of North Carolina (BCBSNC) will use Nexidia’s (Atlanta) Enterprise Speech Intelligence (ESI_ system and work with the vendor's Managed Analytic Services team to apply business intelligence to its call center interactions. ESI will be implemented with Nexidia OnDemand, which is hosted in Nexidia's network operations center.

“With the actionable intelligence gained from analyzing caller experience data, we 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,” said Stevie McNeal, vice president of enrollment and customer service at Blue Cross and Blue Shield of North Carolina.

Business intelligence will be used to improve business processes and better manage customer service professional performance, the companies say. The information can be used to analyze call patterns, look for self-service opportunities, and help align and refine product designs, they explain.

Nathan Golia is senior editor of Insurance & Technology. He joined the publication in 2010 as associate editor and covers all aspects of the nexus between insurance and information technology, including mobility, distribution, core systems, customer interaction, and risk ... View Full Bio