Case Studies

Dominion National Streamlines Self-Service Journeys with CXone Analytics


Dominion National’s IVR serves tens of thousands of calls monthly. Until recently, management and analysis were done on an ad hoc basis, which slowed response time and clouded insights into self-service outcomes. To improve both the effectiveness and efficiency of its self-service voice portal, Dominion expanded its use of NICE CXone journey mapping and analytics tools to make several improvements to its caller journeys.