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.

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

NICE CXone

101-500

5001+

Commercial Health Plan

Home Healthcare Services

Hospitals / Health System

Specialty Practice

Provider / Payer

Vendor

Life Sciences

Cardiology

Oncology

Orthopedics

Primary Care

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.

Michigan Department of Health and Human Services (DHHS)

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

Benco Dental

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%.

Dominion National

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.

Pfizer

Evolent Health leveraged NICE CXone’s VoC statistics and text-to-analytics to predict the accuracy of caller satisfaction and deepen customer loyalty, while identifying new training and development opportunities for its agents.

Evolent Health

Envera Health uses NICE CXone to provide its clients’ patients the very best experiences when they call. With CXone tools, calls are routed based on 1,300 skills, and key metrics and analytics give Envera and its clients actionable insights for enhancing patient care.

Envera Health

Ciox Health (now Datavant) improved customer experience and customer engagement by operationalizing feedback across their organization. By leveraging NICE Feedback Management, they were able to increase survey participation rates far above industry standards to 47%.

NICE CXone

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