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

Blue Cross Blue Shield - Customer Case Study

Blue Cross Blue Shield of Louisiana, the state’s largest health insurer serving more than 1.5 million members with diverse healthcare needs, faced the challenge of extracting actionable insights from high volumes of customer and provider interactions to improve customer experience, reduce costs, and optimize contact-center operations and staffing.

Using Verint’s suite—including Call Recording (capturing ~2.1 million calls annually), Speech Analytics, Quality Management, Coaching, Desktop & Process Analytics, Workforce Management and Strategic Planner—the insurer transcribed and analyzed every call, automated quality monitoring, refined IVR and web messaging, and optimized scheduling. Results include successful call deflection to the website and lower costs, more precise agent coaching, streamlined time-off and staffing processes, and plans for auto-scoring that will allow staff to perform 33% more call scoring while improving customer experience.

Blue Cross Blue Shield

Mattias Liljeberg

Software Engineer Lead