Arkansas Blue Cross and Blue Shield (Little Rock, Ark.) has selected Atlanta-based Nexidia's Enterprise Speech Intelligence system to help it analyze incoming calls and make enhancements to its call center processes.
“We know that speech analytics will give us a better understanding of why both members and providers call,” David Bridges, EVP of internal operations and customer service for Arkansas Blue Cross, says in a statement.
The system will be implemented with Nexidia OnDemand, which Nexidia hosts in its own data center.
The carrier is also using Nexidia Managed Analytic Services, a team that provides context to the analytics it gains.
Nathan Golia is senior editor of Insurance & Technology. He joined the publication in 2010 as associate editor and covers all aspects of the nexus between insurance and information technology, including mobility, distribution, core systems, customer interaction, and risk ... View Full Bio