Interactions 2024 - Las Vegas

Case Studies

Netsmart Redesigns Crowdsourced Learning for All Personas with NICE CXone Expert

Overview

Netsmart, a healthcare software company for over 50 years, has been dedicated to developing technology and providing services that support individualized care and optimized outcomes. To assist heavily burdened providers in achieving efficiency, productivity and effectiveness, Netsmart implemented a previous iteration of CXone Expert as a customer-facing knowledge wiki. The expansion of the Netsmart CareFabric platform and the growth of their solution portfolio, combined with resource turnover and COVID-era pressures, served as the catalyst for a need for a transformation of the previous knowledge base. Netsmart revitalized the client experience with Expert and brought the new Netsmart Resource Center online with renewed purpose, greater accuracy and enhanced features to position the Netsmart client success strategy.