[August 30, 2017] |
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Blue Cross of Idaho Improves Customer and Employee Experience with NICE Solutions
NICE (Nasdaq: NICE) today announced that Blue Cross of Idaho,
providing health insurance for approximately one quarter of the state's
population, has streamlined its contact center processes, increased
agent engagement, and improved customer experience with a suite of NICE
Process Automation and Workforce
Management (WFM) solutions.
Blue Cross of Idaho's customer service team handles 1.4 million calls
annually at its headquarters in Meridian, ID. In order to provide the
best possible service, given this relatively large contact volume, Blue
Cross of Idaho adopted NICE's Process Automation and WFM solutions to
increase efficiency, as well as NICE recording and analytics to capture
and analyze 100 percent of its customer interactions. Using these
solutions together, Blue Cross of Idaho can collate data from disparate
sources, automate routine procedures, and proactively provide agents
with real-time guidance to help improve the customer experience.
Blue Cross of Idaho has seen significant results in a short period of
time, including improvements in customer satisfaction, first call
resolution, reductions in average call handling times and operating
costs.
Lance Hatfield, Vice President of Information Technology for Blue
Cross of Idaho: "At Blue Cross of Idaho, the customer
experience is paramount in everything we do. We strive to reduce the
complexities of health insurance and empower our customers and employees
with tools that enable positive customer interactions. We are proud to
berecognized for the efforts we make every day to improve those
experiences through process and technology."
Yaron Hertz, president, NICE Americas: "Blue Cross of Idaho
was going through a major transition, and they recognized this as an
opportunity to reinvent their customer service. NICE was able to put
together a package of solutions that was tailored to meet the client's
specific needs, including garnering deep insights into their customer
interactions and guiding agents in real time on how to address specific
customer scenarios. We are happy to see that Blue Cross of Idaho has
already achieved impressive results in streamlining its operations and
enhancing the overall customer experience, and we will continue to
support them in these endeavors."
About NICE NICE (Nasdaq:NICE) is the worldwide leading
provider of both cloud and on-premises enterprise software solutions
that empower organizations to make smarter decisions based on advanced
analytics of structured and unstructured data. NICE helps organizations
of all sizes deliver better customer service, ensure compliance, combat
fraud and safeguard citizens. Over 25,000 organizations in more than 150
countries, including over 85 of the Fortune 100 companies, are using
NICE solutions. www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks of
their respective owners. For a full list of NICE's marks, please see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release
contains forward-looking statements as that term is defined in the
Private Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Hertz, are based on the
current beliefs, expectations and assumptions of the management of NICE
Ltd. (the Company). In some cases, such forward-looking statements can
be identified by terms such as believe, expect, may, will, intend,
project, plan, estimate or similar words. Forward-looking statements are
subject to a number of risks and uncertainties that could cause the
actual results or performance of the Company to differ materially from
those described herein, including but not limited to the impact of the
global economic environment on the Company's customer base (particularly
financial services firms) potentially impacting our business and
financial condition; competition; changes in technology and market
requirements; decline in demand for the Company's products; inability to
timely develop and introduce new technologies, products and
applications; difficulties or delays in absorbing and integrating
acquired operations, products, technologies and personnel; loss of
market share; an inability to maintain certain marketing and
distribution arrangements; and the effect of newly enacted or modified
laws, regulation or standards on the Company and our products. For a
more detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from time to
time with the Securities and Exchange Commission, including the
Company's Annual Report on Form 20-F. The forward-looking statements
contained in this press release are made as of the date of this press
release, and the Company undertakes no obligation to update or revise
them, except as required by law.
View source version on businesswire.com: http://www.businesswire.com/news/home/20170830005578/en/
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