CXone drives exceptional CX for Michigan state information center

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Overview

Michigan’s nearly 10 million residents depend on the state’s information center to answer 3,000 calls daily related to licensing, registering and titling their vehicles.  But outstanding customer experiences were elusive, as the center struggled with high wait times and abandon rates on its old on-premises system.  After the move to the CXone unified cloud contact center platform, however,  the center’s CX issues were solved, its operations streamlined, and Fedramp compliance was in place.