Blue Cross of Idaho Improves Customer and Employee Experience with NICE Solutions

NICE announced that Blue Cross of Idaho, providing health insurance for approximately one quarter of the state’s population, has streamlined its contact center processes, increased agent engagement, and improved customer experience with a suite of NICE Process Automation and Workforce Management (WFM) solutions.

Blue Cross of Idaho’s customer service team handles 1.4 million calls annually at its headquarters in Meridian, ID. In order to provide the best possible service, given this relatively large contact volume, Blue Cross of Idaho adopted NICE’s Process Automation and WFM solutions to increase efficiency, as well as NICE recording and analytics to capture and analyze 100 percent of its customer interactions. Using these solutions together, Blue Cross of Idaho can collate data from disparate sources, automate routine procedures, and proactively provide agents with real-time guidance to help improve the customer experience.

Blue Cross of Idaho has seen significant results in a short period of time, including improvements in customer satisfaction, first call resolution, reductions in average call handling times and operating costs.

Lance Hatfield, Vice President of Information Technology for Blue Cross of Idaho: “At Blue Cross of Idaho, the customer experience is paramount in everything we do. We strive to reduce the complexities of health insurance and empower our customers and employees with tools that enable positive customer interactions. We are proud to be recognized for the efforts we make every day to improve those experiences through process and technology.”

Yaron Hertz, president, NICE Americas: “Blue Cross of Idaho was going through a major transition, and they recognized this as an opportunity to reinvent their customer service. NICE was able to put together a package of solutions that was tailored to meet the client’s specific needs, including garnering deep insights into their customer interactions and guiding agents in real time on how to address specific customer scenarios. We are happy to see that Blue Cross of Idaho has already achieved impressive results in streamlining its operations and enhancing the overall customer experience, and we will continue to support them in these endeavors.”