Anthem Makes Its Voice of the Customer Capabilities Healthier with Verint

Anthem has partnered with Verint for more than 20 years to help it efficiently and effectively serve its members. Leveraging Verint Workforce Engagement solutions, the company continues to simplify its contact center operations and voice of the customer analytics capabilities for the benefit of its customers, employees, and business as a whole. Today, using Verint’s innovative Automated Quality Management, Real-Time Speech Analytics, and Interaction Analytics, Anthem can holistically capture, analyze, and understand the voice of the customer across channels, providing it with a rich source of customer data and actionable insights. In turn, it is building a deeper connection with members, making processes more efficient, improving first call resolution, optimizing self-service, and more.

Anthem is a leading health benefits company dedicated to delivering better care to its members, providing greater value to its customers, and helping improve the health of its communities. Anthem serves more than 78 million people, including over 40 million within its family of health plans.