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Blue Cross of Northeastern Pennsylvania Earns Best Practices Award for Improving Call Center Operations with Speech Analytics
Healthcare Provider Using Nexidia Speech Analytics to Enhance Customer Experience
ATLANTA, GA - April 11, 2011 - Nexidia, the market-leading provider of audio search and speech analytics solutions, today announced that one of its clients in the northeastern U.S. has been recognized by its peers for improvements to call center operations using Nexidia’s advanced speech analytics.
The Blue Cross and Blue Shield Association (BCBSA), which licenses 39 independent health plans nationwide that insure one in three Americans, has honored Blue Cross of Northeastern Pennsylvania (BCNEPA) with one of the Association’s prestigious Member Touchpoint Measures (MTM) Best Practice Awards.
During BCBSA’s March 27-30 conference in New Orleans, BCNEPA was recognized for its submission, "Building Speech Analytics into Your Customer Experience Program," which received Honorable Mention in the Customer Experience category.
BCNEPA integrated Nexidia’s speech analytics technology with its own voice-of-the-customer data to gain insight into ways to reduce the time customers spent on the telephone while problems were being resolved. The successful pairing resulted in more than a dozen key changes in customer communications about benefits and claims and significant customer service savings.
“Nexidia’s rapid return of information and ability to drill down on specific calls provides invaluable baseline data to support our continuous process improvement efforts,” said Cathy Stitzer, BCNEPA’s senior director of customer experience. “We gained insight into the intelligence hidden within our recorded calls, which gave us a better understanding of our customers’ needs and pinpointed ways to focus on providing exceptional customer service.”
Serving nearly 550,000 members, BCNEPA experiences a high volume of incoming calls daily. The company applied Nexidia’s speech analytics solutions to make interactions with customers more efficient and effective, increase the number of times customer problems were resolved with only one call, and provide insight into agent performance to improve training and one-on-one coaching.
“Blue Cross of Northeastern Pennsylvania exemplifies how Nexidia customers are leveraging our technology to improve call center operations and boost customer satisfaction while providing valuable information to a company’s marketing, operations, and communications efforts,” said John Willcutts, Nexidia’s president and chief executive officer.
Nexidia is the audio and video search company with patented technologies and breakthrough applications that enable customers to quickly gain new insight, build competitive advantage, and realize the amazing possibilities now discoverable in audio and video content from contact centers, media outlets, government intelligence and legal discovery. For more information, please visit http://www.nexidia.com.