Overview
Envera Health utilizes NICE CXone cloud CXone solutions to provide its clients’ patients the very best experiences when they call. With CXone tools, calls are routed based on 1,300 skills, and key metrics and analytics give Envera and its clients important, actionable insights for continuing to enhance patient care.
CXone Predictive Behavioral Routing powers results with smarter connections
Bring your contact center's traditional ACD call routing into the 21st century by connecting agents to your customers based on their unique preferences and your key business goals. NICE CXone Predictive Behavioral Routing is an AI-powered routing product that intelligently connects customers with the best agent based on personality, communication preferences, and behavioral characteristics. Learn how Predictive Behavioral Routing uses advanced analytics and personalization to match customers with employees for the most productive conversations possible.
CXone Cloud Platform Comes Through for Michigan DHHS (PDF)
From having no contact center to moving to NICE CXone cloud platform has been a huge—and welcome—event for both case workers and clients of Michigan’s Department of Health and Human Services Integrated Service Delivery. As the new virtual contact center was being rolled out throughout the state, the federal government shutdown and a subsequent stretch of frigid weather put unforeseen and unusual demands on it.
