Overview
While Oscar Health has a strong commitment to its 250,000 members, its ability to provide exceptional member experiences was being compromised by its clunky scheduling process. In fact, before the implementation of CXone Workforce Management, scheduling was causing headaches for supervisors, agents and members alike.
CXone Unifies 4,000 Global InteliServe™ Contact Center Agents (PDF)
Unisys realized that with a mix of cloud and on-premise contact center technology, it wasn’t optimizing its 16 InteliServe global service desk locations and 4,000 agents. So the company engaged NICE inContact as its partner and with the CXone cloud contact center platform, has unified its locations and agents, raised productivity and reduced costs. It’s even onboarding new clients 50 percent faster and has increased agent productivity by 10 percent.
Accurate forecasting with artificial intelligence
Learn how AI Forecasting provides improves everything from service level attainment to Customer Satisfaction and First Call Resolution scores.