When Blue Cross Blue Shield of South Carolina wanted to streamline its call center operations to improve productivity, it did not re-invent the technological wheel. Instead, the Columbia, South Carolina-based insurer implemented state-of-the-art software to leverage its existing IT systems.The intuitive, single browser-based interface simplifies data gathering and interpretation for its more than 350 customer service representatives.

"We found it took a lot of time and money to adequately train customer service reps on how to access data from all our different systems," says Anne Castro, chief design architect at the South Carolina Blues plan. "It also took too much time for them to manipulate and interpret that data to respond to a customer inquiry."

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