October 25, 2011
Blue Cross and Blue Shield of North Carolina Selects Nexidia's Speech Analytics Solution
Nexidia (News - Alert), a provider of customer interaction analytics solutions, announced that Blue Cross and Blue Shield of North Carolina (BCBSNC) has selected Nexidia's Enterprise Speech Intelligence (ESI (News - Alert)) solution to enhance the company’s service center operations.
The ESI will be deployed with Nexidia OnDemand, which is hosted in Nexidia's scalable and highly secure, PCI (News - Alert)-compliant network operations center. Nexidia also has been offering its Nexidia Managed Analytic Services, a new professional services program enabling BCBSNC to get the maximum benefit from their speech analytics implementations.
"Nexidia can quickly help Blue Cross and Blue Shield of North Carolina make process improvements as new challenges arise," said John Willcutts (News - Alert), president and chief executive officer of Nexidia, in a statement.
Nexidia's speech analytics will provide additional insight, enabling BCBSNC to mine the wealth of business intelligence that is contained in customer calls. It can be used to improve business processes and better manage customer service professional performance. The company can use this information to analyze call patterns, look for self-service opportunities, and help align and refine product designs.
The Nexidia Managed Analytic Services provides BCBSNC with the knowledge and resources needed to rapidly discover relevant business intelligence. The Managed Analytic Services team understands the needs of the service center specific to the health insurance segment. They help the company achieve a fast return on its investment in speech analytics.
"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, in a statement.
Recently Nexidia announced that 1st Credit, a debt collection agency, has selected Nexidia Enterprise Speech Intelligence Collections Edition as its supplier of speech analytics software. The partnership enables the debt collection agency to add speech analytics to Noble Systems (News - Alert) contact center solution.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Juliana Kenny