ATLANTA – October 24, 2011 –Nexidia, a 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.
"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 using 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 CEO of Nexidia.
About Blue Cross and Blue Shield of North Carolina
Blue Cross and Blue Shield of North Carolina provides healthcare products, services, and information to more than 3.7 million members, including approximately 900,000 served on behalf of other Blue Plans. For 77 years, the company has served its customers by offering health insurance at a competitive price and has served the people of North Carolina through support of community organizations, programs and events that promote good health. Blue Cross and Blue Shield of North Carolina is an independent licensee of the Blue Cross and Blue Shield Association. Access BCBSNC online at www.bcbsnc.com
About Nexidia
Nexidia provides customer interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit http://www.nexidia.com.