Blue Cross Blue Shield Louisiana Enhances the Customer Experience through New Insights
The largest health insurer in Louisiana, Blue Cross Blue Shield of Louisiana serves over 1.5 million Louisianans, providing medical, dental, Medicare Advantage, and prescription drug coverage to individuals, families, and employers.


The results
Improves utilization of quality resources and delivers more precise agent coaching
Streamlines time-off requests and ensures optimal staffing
Deflects callers to the organization’s website to reduce costs and empower customers with 24/7 self-service
About Blue Cross Blue Shield of Louisiana

Solution: Streamline and optimize agent-customer interactions with Verint
Within its contact center operations, Blue Cross Blue Shield of Louisiana uses Verint Call Recording to record upward of 2.1 million customer calls annually. It then utilizes Verint Speech Analytics to transcribe and index every phone call to create a rich source of data that can be analyzed to surface opportunities and trends, root causes of customer pain points, and customer emotions and behaviors around different topics and concerns.
The company has built an extensive library of call categories that it constantly fine-tunes. This enables it to quickly identify trends and devise strategies to address issues and opportunities.
Other Verint solutions are also at work to help Blue Cross Blue Shield of Louisiana streamline and optimize agent-customer interactions. Verint Quality Management and Verint Coaching enable the health insurer to automate its quality monitoring process, from call evaluations to the scheduling, delivery, and tracking of employee coaching.
The organization’s use of Verint Desktop and Process Analytics provides a precise understanding of agent desktop usage, supporting its efforts to simplify processes for reduced speed and effort. Finally, Blue Cross Blue Shield of Louisiana leverages Verint Workforce Management along with Verint Strategic Planner to augment near-term forecasting and scheduling with long-term resource planning.
Benefits: Reduce call volume with Verint Speech Analytics

Understanding the customer journey

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Results

Creating customers for life
