Go BackUSA: Nexidia propels Blue Cross NEPA's contact centres to new heights
Nexidia, the market-leading provider of audio search and speech analytics solutions announced that Blue Cross of Northeastern Pennsylvania (BCNEPA) selected Nexidia's award-winning speech analytics solution to drive service quality and member satisfaction to new heights.
With Nexidia's Enterprise Speech Intelligence (ESI) solution, BCNEPA was able to quickly analyze their call center audio data and pinpoint the root causes behind a dramatic spike in call volume-all within the first 30 days of solution deployment.
To understand the drastic increase in call volume in late 2007, BCNEPA-serving close to 600,000 members-turned to speech analytics to find answers to help maintain their superior member satisfaction and service levels.
BCNEPA turned to Nexidia's QuickStart Solutions for contact centers to categorize customer conversations by call type and analyze call patterns. With Nexidia's hosted OnDemand deployment option-minimizing deployment time as well as additional hardware or software investments-BCNEPA was able to determine the specific system, process, and policy changes in their claims processing operations that were contributing to the persistent spike in call volume.
For BCNEPA, key considerations when evaluating speech analytics solutions included speed of deployment, ease of use, drill-down search capabilities, and the ability to generate relevant business results, all of which led to a rapid return on their investment. BCNEPA was able to quickly deploy Nexidia's dictionary-independent applications-enabling accurate, rapid searching of industry terms and jargon while also minimizing set up and training time.
"In our industry, we face the constant pressure of providing fast, responsive, and accurate service-while also keeping on top of compliance and confidentiality issues-and so we turned to speech analytics to gain a much higher degree of visibility and understanding over our call volume patterns and trends on an ongoing basis," explained Bob McDonald, Director of Customer Service of Blue Cross of Northeastern Pennsylvania. "When we were evaluating speech analytics vendors, it quickly became apparent that Nexidia's technology would not only provide us with the greatest degree of system flexibility and scalability, but also enable us to more quickly start solving real business problems. The bottom line is that our investment in Nexidia's solution provided us with an extremely fast and cost-effective tool to respond to the needs of our member base to provide them with the best quality of service that they deserve."
"If you look at contact center benchmarking data throughout the years you'll find that despite all of the CRM and other technologies implemented, key service metrics such as call-abandon rates or average time-to-answer haven't improved much, and in many cases have gotten worse with time," commented John Willcutts, president and CEO of Nexidia Inc. "In industry after industry, forward-thinking, best-in-class organizations such as Blue Cross are beginning to realize the true value of Nexidia's unique approach to speech analytics and our unparalleled ability to quickly provide insight into, and positively impact the service metrics that matter the most."
About Nexidia
Nexidia is the market-leading provider of highly scalable and accurate rich media search and speech analytics software. By transforming audio and video data into business intelligence, Nexidia allows both government and commercial enterprises, in industries such as Healthcare, Insurance, Financial Services, Technology, Media Creation and Aggregation, Telecommunications and Outsourcing, to leverage untapped information previously locked away in audio-video content.
Based on years of research and development, Nexidia's phonetic engine is the only technology that allows the user to search on proper names, places, industry terms and jargon without extensive training and cumbersome dictionaries. The process is adaptable to a range of audio analyses and excels across the full spectrum of audio quality.
For more information, please visit www.nexidia.com.
Date - 29/07/2008
