The largest health insurer in Louisiana, Blue Cross Blue Shield of Louisiana (BCBS of LA) serves over 1.5 million Louisianans, providing medical, dental, Medicare Advantage, and prescription drug coverage to individuals, families, and employers. Its customers range from young adults, to children, to seniors—all with dramatically different healthcare needs.
Customer experience is important in healthcare, and the company’s agents needed access to information much faster from its back end and other systems to better serve customers. Leveraging Verint Workforce Engagement solutions, part of the Verint Customer Engagement Cloud Platform and powered by Verint AI and Analytics, BCBS of LA can now better extract and understand critical insights from both customers and healthcare professionals—as well as connect with and extract data from back-end and other systems—to drive automation, continuous process improvement, and efficiency gains across its customer service operations.
This leading health insurer cut average call time by almost a minute, “differentiating (itself) as far as delivering excellent customer experience,” while also reducing the time it takes to implement changes from three months to a matter of days.