Verint Platform + Business Analytics Help Louisiana Blue Improve the Member Journey

By: Rob Lamoureux
man working table on phone

Louisiana Blue, founded in New Orleans in 1934 and with offices in every major region to serve its customers, is committed to its mission to improve the health and lives of Louisianians. Mattias Liljeberg, Manager of IT Telecom at Louisiana Blue, shares how Verint Open Platform fuels powerful data integration, enabling the organization to deliver a holistic member view to help drive enterprise strategy and decision making.

With the Verint platform automating data analysis, combined with robust Verint AI and business analytics, Louisiana Blue can better react to outside market forces that can affect its members and service delivery. For example, trends uncovered using Verint Speech Analytics have enabled Louisiana Blue to deflect calls and reduce agent workload.

Additionally, by bringing Verint Speech Analytics transcription data, post-call survey data, and risk data together into a single dashboard, Louisiana Blue can follow and track the member journey to elevate overall CX.

Watch the full customer story video. Also see it here on Verint.com.

Robert Lamoureux

Rob Lamoureux is Senior Director, Global Customer Advocacy at Verint with 25+ years of enabling and energizing sales and marketing. He is well versed in orchestrating integrated, multimedia marketing, communications, customer advocacy, and customer success programs that propel brand awareness, accelerate customer demand, retain customer loyalty, and increase sales on a national and global scale. He combines expertise in strategic market planning, organizational leadership, and project management with strong qualifications in campaign program design, new product and service rollout, market launch, and customer experience.

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