Case Study

Streamlining Healthcare Contact Center Operations

Situation Of the Client:

This case study is an intellectual property of NICE.

BAYADA Home Health Care, a prominent provider of clinical and personal care support services, faced significant challenges due to its rapid growth and an outdated contact center system. The old system had limited functionality, poor scalability, and lacked omnichannel support, leading to high abandonment rates, inefficiencies in agent workflows, and poor visibility into performance metrics.

Female nurse with her headset in hospital

Solution provided

BAYADA implemented NICE CXone solutions to revamp its contact center operations. The solutions included CXone Omnichannel Routing, CXone Email, MAX – My Agent eXperience, inView™ Performance Management for CXone, and CXone Quality Management. The company simplified its Interactive Voice Response (IVR) system for efficient call routing, introduced automated email routing, and utilized MAX to consolidate all contact center interactions, making the system intuitive and easy for agents to use.

business outcomes

The implementation of NICE CXone solutions led to:

  • A more responsive and effective contact center.
  • Improved agent efficiency and productivity.
  • Enhanced visibility and reporting, allowing for better workload balance and increased employee satisfaction.
  • The ability to handle growth efficiently and cost-effectively.
Data Dashboard and charts
*Based On Client Scenario
Decreased ASA
Decrease in Abandon
Improved email SLAs

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