Enabling Data Driven Decision-making

Overview

Healthcare system Kaiser Permanente’s Northern California pharmacy call center serves 2.5 million contacts annually with questions ranging from shipment status to drug interaction details. Kaiser Permanente looked to NiCE to streamline several components of the in-call and post-call experience for customers, agents, and supervisors.

Watch Joenil Mistal discuss how Enlighten AI for CSAT Agent Behaviors, Real-time Interaction Guidance, and Interaction Analytics enable data-driven decision-making.