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provider of clinical and personal care support services, faced significant challenges due to its rapid growth and an outdated contact center system.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.
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.
The implementation of NICE CXone solutions led to: