Transforming customer experiences

The NICE inContact Blog

Read more blogs by Stephanie Brewer

26 blogs

With CXone Fossil Group Unifies Contact Centers Raises Performance

Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. Its 17 contact centers located around the world support the Fossil Group business, including 250 call center agents who support over 10 languages. Three third-party call centers take calls during off hours and...

The Shutdown and the Storm: CXone Provides a Welcome Tool for the State of Michigan

Michigan’s Department of Health and Human Services (DHHS), Integrated Services Delivery (IDS) is the state agency that manages the entire process for benefits administration — from application and qualification through delivery. Although the state of Michigan maintains 14 different contact centers for different agencies, DHHS/IDS didn’t have a dedicated contact center. Instead, approximately 5,000 caseworkers around the state...
landauer

Gant Travel Goes the Distance with CXone

Based in Bloomington, Indiana, Gant Travel specializes in corporate travel services for mid-size businesses. Its 81 agents handle a variety of travel reservations 24/7 — approximately 600 every month. While the company works hard to ensure that its clients’ trips are comfortable, cost-effective, and error-free, the customer experience it was providing needed to make significant progress to meet...
basic research

Basic Research Builds B2C Business with Custom CRM Integration

As a major wholesale distributor and direct-to-consumer seller of dietary, and health and beauty products, Basic Research was using a variety of contact center technologies that didn’t always work well together. But by switching to NICE inContact call center software, the company has sharpened and expanded its customer intelligence, empowered its call center agents with better information...
Oscar health

CXone Workforce Management Enterprise: A Game Changer for Oscar Health

As a fast-growing, technology-driven health insurance company with 250,000 members, Oscar Health saw that its manual call center agent scheduling and forecasting process was having an unhealthy effect on productivity and customer service. So the company turned to NICE inContact for the solution: CXone Workforce Management Enterprise. Oscar Health’s 250 agents handle more than 615,000 interactions annually, mostly...
athens services

Athens Services: "How Did We Go for So Long" Without WFM

Athens Services continues to expand its trash- and recyclables-hauling business to include partnering with communities and other groups on disposal and other environmental communities. The company’s growth has exploded, especially after winning a contract with the city of Los Angeles, in addition to serving residential and commercial customers in communities across Southern California.Before NICE inContact, Athens Services...
dentalplans

DentalPlans.com Performance Soars with Workforce Management in its Contact Center

With more than 340,000 members nationwide, DentalPlans.com has created a fast-growing niche in dental care by marketing dental savings plans to consumers as an affordable alternative to dental insurance. The company’s 110-agent contact center is a driving force in the company’s success, accounting for $17-$18 million of the company’s annual revenue. Outbound callers generate membership sales and...