Case Study

Blue Cross of Idaho


Blue Cross of Idaho is Idaho’s oldest health insurer, with approximately 25 percent of the state’s population enrolled in its traditional, PPO, and managed care programs. The company works closely with healthcare providers, hospitals, and partners across the state, to ensure superior personal customer service. Their business needed to focus on key KPI's such as performance quality, cost-effective optimization and improved customer satisfaction. Using a combination of NICE RPA and NICE Solutions, they reduced AHT by 17%, had over $250 000 annual savings, and 100% of interactions were captured.