Speech Technology Magazine


Arkansas Blue Cross and Blue Shield Selects Nexidia Enterprise Speech Intelligence

Speech analytics solution drives customer service center enhancements to improve visibility into customer interactions.
Posted Jan 18, 2011
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Arkansas Blue Cross and Blue Shield 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 PCI-compliant network operations center. The company is also retaining Nexidia Managed Analytic Services, a new professional services program designed to help Arkansas Blue Cross get the maximum benefit from their speech analytics implementations.  

“We know that speech analytics will give us a better understanding of why both members and providers call,” said David Bridges, executive vice president of internal operations and customer service at Arkansas Blue Cross.

Arkansas Blue Cross is also using Nexidia Managed Analytic Services, which provides the knowledge and resources needed to rapidly discover relevant business intelligence.

“Nexidia can quickly help Arkansas Blue Cross make process improvements as new challenges arise,” said John Willcutts, president and CEO of Nexidia.

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