Because member and provider care operations for DentalPlans.com 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 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!
CXone Helps Radisson Contact Centers Enhance Guest Experience
Radisson Hotel Group is a global hospitality powerhouse whose core commitment is to its guests’ experience. But its contact centers weren’t always integrated and inefficient. The move to NICE inContact has unified the company’s global contact center operations on CXone, which has boosted agent utilization, reduced costs and improved quality scores, all while increasing guest satisfaction.
Millennial Specialty Insurance Offers Standout CX with CXone
CXone’s ease of use, scalability and flexibility have enabled Millennial Specialty Insurance to easily manage huge seasonal peaks, improve performance metrics and consistently score 95 percent in customer satisfaction. Using CXone data to better understand customers and their needs enables the company to provide even more value, including new products.