Case Study: Blue Cross of Idaho achieves 17% AHT reduction, $250K+ annual savings and 100% interaction capture with NICE Systems

Blue Cross of Idaho - Customer Case Study

Blue Cross of Idaho, a Meridian-based health insurer serving roughly 25% of the state and operating a contact center of 230 agents handling 1.4 million annual calls, faced disjointed systems and manual processes that drove long handle times, frequent repeat contacts, and very limited voice-of-the-customer insight. A new phone system had no integration with claims and other backend systems, leaving agents to perform error-prone, time-consuming workarounds.

The insurer implemented NICE solutions—Desktop Automation, Interaction Analytics/Management, Workforce Management, Quality Management and recording—to integrate systems, automate routine tasks, and deliver real-time agent guidance while capturing 100% of interactions. The result: average handle time fell ~17% (up to 87% on targeted calls), first-call resolution rose 8 points, customer satisfaction jumped 14 points, and the program delivered more than $250,000 in estimated annual savings.

Blue Cross of Idaho

James Mills

IT Supervisor