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Knowledge Center BlueCross BlueShield of Tennessee Case Study: Identifying root causes of customer calls

Using Nexidia OnDemand, BlueCard was able to access the full suite of capabilities in Nexidia’s Enterprise Speech Intelligence application (ESI). Because ESI is able to integrate with multiple call loggers, metadata was easily brought into the system to be reviewed and analyzed. Blue Cross, Blue Shield of Tennessee found Nexidia’s solution unique in its fast processing of audio content and unparalleled ability to pinpoint the root cause of customer calls.