Case Study: Blue Cross and Blue Shield of Louisiana reduces call volume and boosts customer experience with Verint Systems

Blue Cross and Blue Shield of Louisiana - Customer Case Study

Blue Cross Blue Shield of Louisiana, the state’s largest health insurer serving more than 1.5 million members across individual, employer and Medicare plans, faced diverse, emotionally charged customer needs and high contact-center demand. The organization needed a modern analytics foundation to extract insights from interactions, improve the customer experience, and drive operational efficiency and better staffing decisions.

By deploying Verint’s suite—call recording (2.1M calls/year), speech analytics, quality management, coaching, desktop/process analytics, workforce management and strategic planning—BCBSLA transcribed and indexed every call, surfaced trends and root causes, automated quality monitoring, and targeted agent coaching. The results include deflecting callers to web self‑service to reduce costs, faster issue resolution (notably during ACA and Medicare changes), improved staffing and time‑off processes, deeper coaching insights, and an expected 33% increase in call‑scoring capacity with planned auto‑scoring.

Blue Cross and Blue Shield of Louisiana

Mattias Liljeberg

Software Engineer Lead