Consolidates Care Operations on CXone Platform

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Because member and provider care operations for resided with an outsourced contact center, the company didn’t really know what was happening with the calls.  But once it consolidated everything on NICE NICE inContact’s CXone cloud CX platform, the company’s been in control and enjoys transparency and visibility into its metrics.  As a result, call handle time and costs are down, and quality scores are rising steadily!