Transforming customer experiences

The NICE inContact Blog

Read more blogs by Alyse Chiariello

49 blogs
power dialer

Envera Health Provides Exceptional Patient Experiences with CXone Tools

Envera Health provides contact center services to a variety of healthcare providers — physician practices and others — throughout the U.S. In a complex industry that deals with sensitive information, and where patient privacy is paramount, Envera has set out to provide exceptional experiences for every patient who calls. Envera utilizes NICE inContact CXone call center software solutions...

Unique Fully Managed Solution Emerges from Sitel-NICE inContact Collaboration

With $1.7 billion in annual revenue, Sitel is the third-largest business process outsourcer (BPO) in the world. The company has 75,000 associates, mostly agents, and provides contact center services to 400+ clients in more than 70 countries and in 45 different languages. Sitel partners with its clients to build brand loyalty and customer satisfaction with innovative, end-to-end...

Unisys Raises Productivity Reduces Costs with Cloud Omnichannel Functionality

Unisys’ managed service desk, InteliServe™, has transformed the traditional service desk into an intelligent, user-centric experience aligned with the needs of the modern digital worker. More than 4,000 Unisys agents at 16 global service desk locations handle over 18 million InteliServe contacts annually. In early 2018, Unisys reimagined its service desk offering and worked toward developing a solution...
engaging solutions

Collaborative Solutions Deliver for Engaging Solutions

As a growing management consulting firm headquartered in Indianapolis, IN, Engaging Solutions provides a variety of customized services to government agencies, small businesses and Fortune 500 companies. Its contact center solutions are focused largely in the Medicaid managed care sector. New contracts typically require the company’s 100-175 contact center agents to process a plan’s entire membership in a...

Valvoline Firing on All Cylinders with CXone

Valvoline has built a trusted worldwide brand over decades in premium automotive lubricant products, services and stores. Its 180+ agent contact center handles more than 2.5 million inbound interactions annually—everything from product questions from customers to queries from large retail partners. In its local service centers, though, the customer experience was lacking. Callers to the centers encountered a...
customer satisfaction

ECSI Increases Customer Satisfaction by 13%

ECSI provides university and college student loan departments turnkey servicing programs that include payment processing, customer service for student borrowers and end-of-year tax documents. In 2018 alone, the company’s 100-120 contact center agents handled over 850,000 phone calls and 350,000 chats. Although ECSI had been steadily growing for 45 years, its contact center was not keeping pace. The...
millennial specialty insurance

Millennial Specialty Insurance Expands Business and Increases Customer Satisfaction

As Americans continue to re-think the whole question of owning versus renting their homes, the percentages of those who are choosing to rent is surging—across all regions and demographic groups. For Millennial Specialty Insurance (MSI), this definitely a case of being in the right place at the right time. Working with agent-partners rather than direct-to-consumer, MSI focuses on...