Blue Cross and Blue Shield of North Carolina will implement business intelligence technology to analyze data from customer phone calls to improve its service levels.

The plan has contracted for the Enterprise Speech Intelligence software of Nexidia Inc., Atlanta. Data mining is expected to assist the insurer in improving business processes by analyzing call patterns, looking for new self-service opportunities and better aligning and refining product designs.

The vendor's software also can capture and analyze customer interactions such as e-mail, chat rooms and social media forums. More information is available at


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