Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced that Blue Cross and Blue Shield of North Carolina (BCBSNC) has selected Nexidia's Enterprise Speech Intelligence (ESI) solution to support the company in determining enhancements to its service center operations. The 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.
“Nexidia can quickly help Blue Cross and Blue Shield of North Carolina make process improvements as new challenges arise”
"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.
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. It will be used to improve business processes and better manage customer service professional performance. In addition, this information can be used to analyze call patterns, look for self-service opportunities, and help align and refine product designs.
BCBSNC is also utilizing Nexidia Managed Analytic Services, which provides 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 and is helping the company ensure a fast return on its investment in speech analytics.
"Nexidia can quickly help Blue Cross and Blue Shield of North Carolina make process improvements as new challenges arise," said John Willcutts, president and chief executive officer of Nexidia Inc.
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