Dominion National, a leading insurer and administrator of dental and vision benefits, wanted to improve the customer experience. Its supervisors struggled with manual reporting processes and lacked visibility into agents’ performance.
With CXone, the company improved its SLAs in one year by boosting speed to answer. Supervisors now have new visibility into KPIs using custom reports, and CXone Interaction Analytics offers insights into agents’ interactions with customers.
Turn raw data into lasting impact
Gain actionable insights from every customer interaction with NICE CXone Interaction Analytics.
Call center metrics: CXone Performance Management
CXone Performance Management inspires employees to own performance and align with organizational goals by providing transparency and continuous feedback in a social environment. Report “one view of the truth” via customizable KPIs and dashboards aggregated from disparate sources to drive continuous improvement and a high-performance culture. Elevate agent performance with real-time, personalized insights, provide a creative outlet through engaging gamification and wallboards, and motivate with prizes in a customizable virtual storefront. Increase supervisor efficiency and enable focus on high-value activities by automatically creating and sharing performance scorecards. Improve the customer experience by uniting the organization behind transparent CX goals.
ACD/IVR Overview Demo (Video) | Call Center Software
NICE CXone ACD/IVR ensures customer requests are resolved with self-service or quickly routed to qualified agents. It provides a universal queue for real-time interaction management, and a consolidated interface with a seamlessly integrated IVR for routing strategies across all supported channels. Unlike complex competitor solutions, CXone ACD/IVR enables anyone from business user to workflow programmer to optimize routing and queueing in changing business situations.