Blue Cross Blue Shieldof Louisiana
Opportunity
The largest health insurer in Louisiana, Blue Cross Blue Shield of Louisiana serves over
1.5 million Louisianans, providing medical, dental, Medicare Advantage, and prescription
drug coverage to individuals, families, and employers. Its customers range from young adults,
to children, to seniors – all with dramatically different healthcare needs.

Solutions
Verint® Call Recording™
Verint Quality Management™
Verint Coaching™

To address its customers’ needs, Blue Cross Blue Shield of Louisiana put a next-generation
technology foundation in place to extract and understand critical insights from both customers andhealthcare professionals. With these insights, the health insurer drives process improvements toenhance the customer experience and business outcomes. Additionally, technology helps elevate
efficiency across its customer service operations, with an eye toward continuous improvement.

Verint Workforce Management™
Verint Strategic Planner™
Verint Desktop andProcess Analytics™
Verint Speech Analytics™

Solution
Within its contact center operations, Blue Cross Blue Shield of Louisiana uses Verint® CallRecording™ to record upward of 2.1 million customer calls annually. It then utilizes Verint SpeechAnalytics™ to transcribe and index every phone call to create a rich source of data that can beanalyzed to surface opportunities and trends, root causes of customer pain points, and customer
emotions and behaviors around different topics and concerns.

Industry
Healthcare

The company has built an extensive library of call categories that it constantly fine-tunes. This
enables it to quickly identify trends and devise strategies to address issues and opportunities.

RegionOther Verint solutions are also at work to help Blue Cross Blue Shield of Louisiana streamline
and optimize agent-customer interactions. Verint Quality Management™ and Verint Coaching™
enable the health insurer to automate its quality monitoring process, from call evaluations tothe scheduling, delivery, and tracking of employee coaching.
The organization’s use of Verint Desktop and Process Analytics™ provides a precise
understanding of agent desktop usage, supporting its efforts to simplify processes forreduced speed and effort. Finally, Blue Cross Blue Shield of Louisiana leverages Verint
Workforce Management™ along with Verint Strategic Planner™ to augment near-term
forecasting and scheduling with long-term resource planning.

Benefits
Blue Cross Blue Shield of Louisiana has seen some big wins thanks to Verint,
particularly in the areas of change management and call deflection. For example,
after the Affordable Care Act was passed in 2010, insights gained from Verint
Speech Analytics prompted the company to change IVR prompts and web copy
to assure customers that their existing healthcare coverage was still in effect.
This helped reduce call volume by deflecting customers to the organization’swebsite. Following U.S. Medicare coverage expansion, call insights enabled
the company to get ahead of potential issues, with the development of aAmericas

Results• Deflects callers to theorganization’s website to
reduce costs and empower
customers with 24/7
self-service options.
• Better understands andfocuses on customer
experience improvement
opportunities.
• Improves utilization of quality
resources and delivers more
precise agent coaching.
• Streamlines time-off requests
and ensures optimal staffing.

“ Verint has an extensive workforce engagement suite that all integrates together.
The software is highly configurable and rock solid – very resilient, self-healing, andreliable. I can honestly say that Verint is the one vendor I have the least amount ofproblems with and the solutions require the least amount of babying. Plus, if there
is a problem, the Verint alarm modules alert me before it becomes a real issue.”– Mattias Liljeberg, Software Engineer Lead, Blue Cross Blue Shield of Louisiana
frequently asked questions document educating agents inadvance on expected customer inquiries. This enabled agentsto address issues quicker, in turn delivering a more positive
customer experience.

This has enabled the company to streamline processes suchas time-off requests to improve employee morale and job
satisfaction. Meanwhile, Verint Strategic Planner enables thebusiness to understand staffing trends and plan on a longerterm basis.

“We don’t know what we don’t know,” says Mattias Liljeberg,
software engineer lead at Blue Cross Blue Shield of Louisiana.

“Verint has an extensive workforce engagement suite that“That’s where Verint Speech Analytics has been invaluable.

all integrates together,” explains Liljeberg. “The software isIt has helped us identify and make needed changes tohighly configurable and rock solid – very resilient,improve the customer experience.”

self-healing, and reliable. I can honestly say that Verint is theone vendor I have the least amount of problems with and theMoreover, Verint Speech Analytics has provided the healthsolutions require the least amount of babying. Plus, if there is ainsurer with deeper, richer insights to guide precision

problem, the Verint alarm modules alert me before it becomescoaching, while Verint Quality Management and Verint

a real issue.”

Coaching have streamlined the organization’s quality
monitoring process, further helping it translate customer

Moving forward, Blue Cross Blue Shield of Louisiana is evolving

insights into action for continuous improvement.

to fully automated quality monitoring with auto scoring of calls.
This will allow existing staff to perform 33 percent more call

“Healthcare is a product that is very emotionally charged,”scoring or use more of their time on other value-add activities.

Liljeberg notes. “A caller may be facing the most difficult

The company also plans to add chat all the while continuing

time in their life and/or they may be in a lot of pain. We want

to invest in its partnership with Verint to ensure a seamless,to empower our agents to better understand the customer

integrated omnichannel experience for customers.

journey and be properly prepared, so we can provide great
service along with empathy.”“Two years ago, I heard Verint talk about its commitment tocreating customers for life,” Liljeberg concludes. “Last year I

With Verint Workforce Management, Blue Cross Blue Shield ofsaw it and this year I felt it. The fact that Verint sees customer

Louisiana has real-time visibility into schedules.

engagement as a true partnership is very powerful.”Americas

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