Case Study ON THE NICE SOLUTION CUSTOMER PROFILE Health insurance WEBSITE www.bcidaho.com LOCATION Meridian, ID BUSINESS NEEDS y Performance quality y Cost-effective optimization y Actionable VOC data y Improved customer satisfaction NICE RPA SOLUTIONS y Desktop Automation y Recording (with Desktop Tagging) y Quality Management y Interation Analytics y Workforce Management THE IMPACT y Reduced general AHT by 17% y Reduced AHT for specialized calls up to 87% y Over $250,000 annual savings y 100% of interactions captured “With NICE’s data integration, automation and real-time guidance, we knew we’d hit a gold mine.” James Mills, IT Superviser, Blou Cross of Idaho Blue Cross of IdahoABOUT BLUE CROSS OF IDAHO Founded in 1945, Blue Cross of Idaho is Idaho’s oldest health ins

Join for free to read