Blue Cross and Blue Shield of Kansas (BCBSKS) has selected Verint’s ULTRA solution to enhance the customer experience it provides through its two contact centers.

The health insurance provider has deployed Verint’s ULTRA solution at its customer service contact centers in Topeka and Salina. The actionable intelligence of the solution will help it better understand customers’ needs and provide a customized, personal service experience.

“ULTRA’s actionable intelligence enables us to more effectively measure the quality of service that we provide to our customers and helps us identify future training needs to improve performance,” said William J. Wallace, vice president of information services and claims for Blue Cross and Blue Shield of Kansas in a press release.

ULTRA and its Analytics suite enable organizations of all sizes to cost effectively capture all customer interactions and extract actionable intelligence from telephone, Voice-over-IP, email, chat or agent assisted co-browsing contacts.

For more information, visit Verint or Blue Cross and Blue Shield of Kansas.

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By Anuradha Shukla
TMCnet Contributing Editor

Anuradha Shukla is a contributing writer for TMCnet covering call centers, CRM and information technology.

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