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Nexidia and BlueCross BlueShield South Carolina to Present at SpeechTEK 2015
Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced that Vicki Whichard, AVP Customer Experience at BlueCross BlueShield of South Carolina (BCBSSC) and Gretchen Gray, Nexidia’s Director of Healthcare Sales, will present “The Rise of Data in Consumer-Driven Healthcare” at the 2015 SpeechTEK conference. The world’s largest speech technology conference and exhibition, SpeechTEK 2015 is heldAugust 17 – 19, 2015 at the Marriott Marquis in New York City.
The presentation, “The Rise in Consumer-Driven Healthcare,” will take place on Tuesday, August 18, from 4:45 pm to 5:15 pm ET as part of the Business Strategies track. The presentation will focus on the increased use of interaction analytics in the healthcare marketplace and how providers can leverage the huge amounts of unstructured data to discover valuable insights into business processes.
“In today’s increasingly complex healthcare marketplace, managing customer satisfaction is a vital part of a provider’s success,” said Whichard. “Through the use of Nexidia’s Interaction Analytics, BlueCross BlueShield has been able to better support our contact centers with information and, most importantly, better understand and respond to our members’ requests.”
Whichard will discuss how BCBSSC has used a host of member interactions, such as phone calls and emails, to reduce customer effort to improve key business processes, enhance self service, drive member retention and improve BCBSSC’s consumer ratings. By actively analyzing call and support center agent interactions, BCBSSC has been able to turn unstructured data into structured data, providing valuable insights such as identifying trends during enrollment periods and making investment decisions.
“As healthcare becomes much more of a consumer-driven marketplace, the need for providers to listen intelligently to their members is more important than ever,” said Gray. “BlueCross BlueShield of South Carolina is a great example of how a healthcare provider can use the power of interaction analytics to better understand member needs and concerns while providing top-of-the-line service.”
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