Case Studies

Pfizer improves agent experience through a consolidated IVR


Pfizer is a multinational pharmaceutical and biotechnology corporation. Their customer service centers work to reinforce the value of Pfizer’s medicines with payer, provider, and channel customers. Customer service agents are an important part of ensuring patients have safe, efficient, and affordable access to their medicines. The company’s vision is to be recognized as the indisputable industry leader based on the quality of access and partnership. The contact centers have long used NICE’s CXone platform, and recently made the decision to combine all three locations’ Interactive Voice Response (IVR) tools into one to streamline operations.