Case Study: Blue Cross and Blue Shield achieves next-generation customer service with Altivon

Blue Cross Blue Shield - Cutomer Case Study

Blue Cross and Blue Shield worked with Altivon to modernize its contact center and move beyond a traditional call center model. Its challenge was to improve member service, increase self-service, reduce cost per contact, and replace multiple disconnected systems and reporting silos with a more flexible platform.

Altivon implemented a phased contact center solution with IVR, speech recognition, skills-based routing, scheduled callbacks, outbound dialing, CTI screen pops, quality management, and workforce management integration. The results included a 39% increase in capacity, elimination of 60 voice trunks and multiple legacy servers, a 33% increase in IVR self-service, and improved service levels from 92% to 95% for Customer Service and from 90% to 95% for Consumer Insurance. Blue Cross and Blue Shield also expanded into email and web chat, with web chats rising 426% and email volume up 60% in one business group.

Blue Cross and Blue Shield