May 27, 2009 at 08:00 PM
Blue Cross of Northeastern Pennsylvania has chosen a call center technology vendor.
Blue Cross of Northeastern Pennsylvania, Wilkes-Barre, Pa., will be using the SupportPoint Business Process Guidance system from Panviva Inc., Melbourne, Australia, in its member services call center, according to Panviva.
Panviva, which has U.S. offices in Wakefield, Mass., says the SupportPoint system guides customer service representatives through conversations with customers, telling the reps what they should be saying at each point during a call.
Blue Cross of Northeastern Pennsylvania provides or administers health coverage for 600,000 people.
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