Excellus BlueCross BlueShield Selects ESI Speech Analytics for Call Center

Nexidia (News - Alert), a provider of audio search and speech analytics solutions has reportedly announced that Excellus BlueCross BlueShield, a nonprofit independent licensee of the BlueCross BlueShield Association, has selected its Enterprise Speech Intelligence, or “ESI (News - Alert),” speech analytics for Excelus BCBS’ call center.

 

ESI speech analytics is a part of the QuickStart program by Nexidia, and will enable Excellus BCBS in providing better customer services, analyzing the reasons behind repeat callers and misdirected calls, and increasing first-call resolution.

 

Excellus BCBS is part of a group of companies engaged in offering vital health care services to 1.7 million people in the United States. Its call center comprises of 414 employees, who cater to around 60,000 calls every week. The organization wanted to deploy flexible speech analytics for accessing more call content and improving customer service. Earlier this year, it implemented Nexidia’s hosted OnDemand platform.

 

Nexidia offered its QuickStart program to Excellus BCBS, which is essential in leveraging the potential of Nexidia OnDemand hosted solution to launch speech analytics more quickly and efficiently. Nexidia OnDemand helped Excellus BCBS in accessing the full suite of capabilities in Nexidia’s ESI application smoothly. The ESI offers seamless integration with multiple legacy call loggers, enabling the enterprises bring meta-data conveniently into the system for review and analysis.

 

The ability of Nexidia’s solution in dealing with several call center issues, such as the repeat caller rate played a vital role in Excellus BCBS’ decision to choose it. Apart from it, the solution will also help the organization in providing real-time coaching to customer satisfaction advocates based on feedback from Nexidia’s system.

 

The solution by Nexidia can process a high volume of voice content, and provides

the details to the managers that they need to design more effective customer satisfaction training. Excellus BCBS can leverage it to move first call resolution or ‘FCR’ tracking to a more dynamic, sophisticated level.

And, the system will also help the organization in providing personalized, ongoing customer satisfaction training, and streamlining its call center operations to achieve higher customer satisfaction while cutting down operational costs.

 

According to Nancy Sakran, Director Customer Service, Excellus BCBS, by working with Nexidia’s professional services team and using the company’s real-time, same-day analysis, Excellus BCBS has been able to quickly get to the root causes of key customer issues and identify areas to improve and watch, such as potential fraud cases.

 

July this year, Nexidia had announced the release of Nexidia ESI 8.0, the new version of its contact center analytics software.