Michigan DHHS collaborated with NICE CXone to create a virtual contact center that enabled a portion of their 5,000 caseworkers to handle calls more efficiently, improving the process for applying and receiving benefits for residents. The new system, which is only partially implemented, incorporates self-service options, enhancing access, reducing frustrations, and streamlining benefits distribution. The platform has already increased call handling capacity, especially during high-demand periods like government shutdowns or state emergencies.

Since implementing NICE Feedback Management, the proportion of customers rating their experience a 10 has grown dramatically and revenue has risen accordingly.

Dominion National utilized NICE CXone analytics tools to enhance its IVR system, significantly improving self-service outcomes and streamlining caller journeys. This resulted in a 50% reduction in the time required to identify and correct issues, a 20% decrease in call ports due to improved self-service, a 25% reduction in call action scripts, and an increase in self-service call completion rates from 70% to 93.75%.

Pfizer consolidated its customer service IVR systems across three contact centers into one using NICE CXone, significantly improving agent experience, reporting processes, and first call resolution. This streamlining led to increased agent satisfaction and productivity, reduced costs, and improved operational efficiency within a month.