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NICE

NICE

NICE is an omnichannel contact center that is using AI to enable customer self-service and assist agents.

Overview
Customers

Product Overview

Security and Compliance Certifications: HITRUST CSF, SOC 2 Type 2, HIPAA, PCI DSS, GDPR
NICE is an omnichannel contact center that is using AI to enable customer self-service and assist agents. Their Enlighten AI solutions include Enlighten Autopilot intelligent virtual agents, Enlighten Copilot to improve agent focus and productivity, and a broader set of use cases such as interaction summaries, predictive call routing, and customer sentiment improvement tools.

Customers Served

Digital Health Provider
Ambulatory Practice
Hospital / Health System
Health Plan

Categories

Company Info

HQ Location
Hoboken, NJ
Founded
1986
Headcount
5001-10000
Total Funding
Not available
Latest Round
Not available
Latest Round
Not available

Company Socials

LinkedIn
X
Crunchbase
YouTube
Vimeo
GitHug

Customers

12
Verified customers
Type
40%
20%
20%
20%
0
1
2
Commercial Health Plan (2)
Home Healthcare Services (1)
Hospitals / Health System (1)
Specialty Practice (1)
Specialty
25%
25%
25%
25%
0
1
Cardiology (1)
Oncology (1)
Orthopedics (1)
Primary Care (1)
Provider Headcount
33%
67%
0
1
2
101-500 (1)
5001+ (2)
Showcased Customers
See all (12)
Michigan Department of Health and Human Services (DHHS)
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.
Benco Dental
Since implementing NICE Feedback Management, the proportion of customers rating their experience a 10 has grown dramatically and revenue has risen accordingly.
Dominion National
Type: Commercial Health Plan
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
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.

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