ATLANTA, Aug. 14, 2015 /PRNewswire/ -- Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced that Vicki Whichard, AVP Customer Experience at BlueCross BlueShield of South Carolina (BCBSSC) and Gretchen Gray, Nexidia's Director of Healthcare Sales, will present "The Rise of Data in Consumer-Driven Healthcare" at the 2015 SpeechTEK conference. The world's largest speech technology conference and exhibition, SpeechTEK 2015 is held August 17 – 19, 2015 at the Marriott Marquis in New York City.
The presentation, "The Rise in Consumer-Driven Healthcare," will take place on Tuesday, August 18, from 4:45 pm to 5:15 pm ET as part of the Business Strategies track. The presentation will focus on the increased use of interaction analytics in the healthcare marketplace and how providers can leverage the huge amounts of unstructured data to discover valuable insights into business processes.
"In today's increasingly complex healthcare marketplace, managing customer satisfaction is a vital part of a provider's success," said Whichard. "Through the use of Nexidia's Interaction Analytics, BlueCross BlueShield has been able to better support our contact centers with information and, most importantly, better understand and respond to our members' requests."
Whichard will discuss how BCBSSC has used a host of member interactions, such as phone calls and emails, to reduce customer effort to improve key business processes, enhance self service, drive member retention and improve BCBSSC's consumer ratings. By actively analyzing call and support center agent interactions, BCBSSC has been able to turn unstructured data into structured data, providing valuable insights such as identifying trends during enrollment periods and making investment decisions.
"As healthcare becomes much more of a consumer-driven marketplace, the need for providers to listen intelligently to their members is more important than ever," said Gray. "BlueCross BlueShield of South Carolina is a great example of how a healthcare provider can use the power of interaction analytics to better understand member needs and concerns while providing top-of-the-line service."
Nexidia provides customer interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit www.nexidia.com.
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About BlueCross BlueShield of South Carolina
Headquartered in Columbia, and operating in South Carolina for more than 65 years, BlueCross BlueShield of South Carolina is an independent licensee of the Blue Cross and Blue Shield Association. The only South Carolina-owned and operated health insurance carrier, BlueCross BlueShield of South Carolina comprises more than 20 companies involved in health insurance services, U.S. DoD health program and Medicare contracts, other insurance and employee benefits services, and a philanthropic foundation that funds programs to improve health care and access to health care for South Carolinians.
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