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 nexidia.com.
Register or login for access to this item and much more
All Health Data Management content is archived after seven days.
Community members receive:
- All recent and archived articles
- Conference offers and updates
- A full menu of enewsletter options
- Web seminars, white papers, ebooks
Already have an account? Log In
Don't have an account? Register for Free Unlimited Access