• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
NICE - AI Customer Service Automation Solutions
  • NICE - AI Customer Service Automation Solutions×
  • Platform

      CXone Mpower Platform

      • Workflows

        Automate every service workflow

      • Agents

        Maximize agent performance

      • Knowledge

        Centralize data and knowledge

      Customer Service Automation

      • Platform Overview

        Complete AI platform for customer service automation

      • Trust & Compliance

        Ensure secure, reliable, and compliant customer service operations

      • CXexchange Marketplace

        Discover partner solutions to extend capabilities on our platform

      • Integrations & Hubs

        Seamlessly connect your business systems

      • Developer Portal

        Endless customization options with RESTful APIs and robust SDKs

      • User Communities

        Collaborate, learn, and share best practices for customer service excellence

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • AI for Customer Experience

        AI for Customer Experience

        Purpose-built AI for unparalleled CX automation

        Learn more

        • Autopilot

          Elevate customer self-service with an AI-powered virtual agent

        • Copilot

          Empower agents and supervisors with powerful AI to drive productivity

        • Actions

          Unlock complex data with generative AI for CX leaders

        • AutoSummary

          Automate notetaking with Gen AI to summarize every interaction

        • AI Routing

          Match customers to their perfect agent for improved business results

        • Enlighten AI for Complaint Management

          Protect your organization from reputational and financial risks

        • Enlighten AI for Sales Effectiveness

          Increase conversion rates and grow revenue with real-time analysis

        • Experience Optimization (XO)

          Learn from all interactions with AI that builds smart self-service

        • Enlighten AI for Customer Satisfaction (CSAT)

          Gain insights on agent soft-skill behaviors on every interaction

      • Digital & Self Service

        Digital & Self Service

        Friction-free customer experiences driven by conversational AI

        Learn more

        • Autopilot

          Elevate self-service experiences with an AI-powered virtual agent that guides customers

        • Conversational AI & Chatbots

          Engage customers with AI-powered intelligent virtual agents and chatbots that converse naturally

        • Knowledge Management

          Meet customers with knowledge and ensure they receive the right content, wherever they are

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention

        • Web & Mobile Engagement

          Remove friction across the digital journey by proactively delivering the right guidance at the right time

        • Interactive Voice Response (IVR)

          Accelerate resolution, improve routing efficiency and cut costs with AI boosted voice self-service

        • Experience Optimization (XO)

          Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service

      • Journey Orchestration & Routing

        Journey Orchestration & Routing

        Seamless customer journeys across voice and digital channels

        View Products

        • Actions

          Unlock complex data with generative AI for CX leaders

        • Omnichannel Routing

          Connect customers to the ideal resource, the smart way

        • AI Routing

          Match every customer to their perfect agent with AI that delivers personalized experiences and improves results

        • AI Orchestrator

          Orchestrate AI-driven customer service workflows across the enterprise.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, proactively connect to reduce friction in the customer experience

        • Digital & Voice Channels

          Meet consumers in their preferred channel, provide frictionless experiences, maintain context throughout

        • Social, Chat & Messaging

          Engage website visitors in conversations on their channel of choice

      • Workforce Engagement & Management

        Workforce Engagement & Management

        Robust applications to optimize the employee experience (WEM)

        Learn more

        • Workforce Management

          Anticipate business demands with smarter, AI-based forecasting that keeps SLAs up and costs down

        • Quality Management

          Deliver better customer experiences through streamlined processes and actionable, AI-based feedback

        • Performance Management

          Meet your organizational goals while engaging employees through personal coaching and gamification

        • Interaction Recording & Management

          Capture your omnichannel interactions, meet your contact center’s regulatory needs and drive better performance

        • Supervisor Workspace

          Turbocharge supervisors to make agile decisions, streamline workflows and improve performance

        • Dashboard & Reporting

          Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

        • Automated Agent Augmentation

          Automatically detect automation opportunities, and effortlessly build automation processes as needed

        • Playvox by NICE

          Seamlessly integrate with CRMs to efficiently manage your workforce

      • CX Analytics

        CX Analytics

        Actionable insights to continuously enhance the customer experience

        Learn more

        • Experience Optimization (XO)

          Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service

        • Actions

          Unlock complex data with generative AI for CX leaders

        • Dashboard & Reporting

          Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

        • Feedback Management

          Discover actionable insights from omnichannel customer feedback to improve customer satisfaction

        • Interactions Analytics

          Analyze every interaction to understand operational trends and agent performance

        • Desktop & Process Analytics

          Understand and confidently select the processes that will contribute most to your performance success

      • Agent Assist

        Agent Assist

        AI-driven tools for real-time agent guidance and coaching

        Learn more

        • Omnichannel Agent Desktop

          A unified agent workspace provides everything agents need to handle all interactions

        • Agent Assist Hub

          Easily integrate applications that help turn every one of your agents into a customer service superstar

        • Real-Time Guidance

          Helps agents understand where they can improve their behaviors in real-time to boost customer satisfaction

        • AutoSummary

          Automate agent notetaking with the power of generative AI to summarize every interaction

        • Knowledge Management

          Your customer’s journey begins with a search. Meet them with knowledge and ensure they receive the right content

      • Open Cloud Platform

        Open Cloud Platform

        Innovative cloud-native foundation to rapidly scale extraordinary CX

        Learn more

        • Security & Compliance

          Secure your data and enjoy industry-leading guaranteed uptime

        • Resiliency & Reliability

          Keep your contact center up and running with dynamic elasticity

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Pre-Built Integrations

          Increase value with pre-integrated applications, UCaaS and CRM adapters

        • FedRAMP

          Give your government agency the tools to act smarter and respond faster

        • Voice as a Service (VaaS)

          Connect agents and customers with cloud-optimized voice & data services

        • Elevate AI

          Improve your customer conversations with accurate STT transcription

        • Multipath to CXone

          Connect vital enterprise infrastructure to our cloud gradually and safely

        • Unified Communications as a Service (UCaaS)

          Unify your contact center with the rest of the organization

    • Solutions
      • Explore all Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NICE as a preferred CCaaS vendor

        Gartner® named NICE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report

    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NICE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NICE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NICE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NICE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Join us at the Largest CX Event of the Year!

        Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

        Register now

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NICE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NICE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NICE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NICE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NICE

          Join us at the Largest CX Event of the Year!

          Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

          Register now

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get in Touch
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers
            linkedinlinkedinlinkedinlinkedin

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NICE Public Safety
          • NICE Actimize
          • NICE RPA

          Partners

          • NICE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NICE Help Partner Portal
          • NICE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NICE Customer Support

          STAY CONNECTED

          linkedinlinkedinlinkedinlinkedin
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility
          © 2025 NICE
          Pfizer Smooths Transition to Long-Term Hybrid Model with NICE CXone
          • Home
          • Resources
          • Pfizer Smooths Transition to Long-Term Hybrid Model with NICE CXone

          Case Study: Pfizer

          Transition to Long-Term Hybrid Model with NICE CXone

          NICE CXone helped Pfizer enhance customer experience by improving efficiency, providing better training, and supporting the growth of at-home agent hours.

          View story

          Download PDF version

          Additional Case Studies

          Vera Bradley Embraces Digital-First Omnichannel with NICE CXone
          Case Studies

          Vera Bradley Embraces Digital-First Omnichannel with NICE CXone

          Get case study
          Fulton Bank Connects and Streamlines Service for 230 Regional Banks with NICE CXone in the Cloud
          Case Studies

          Fulton Bank Connects and Streamlines Service for 230 Regional Banks with NICE CXone in the Cloud

          Get case study
          From the Contact Center to ATMs, Itaú is Banking on NICE CXone to Orchestrate End-to-End Customer Journeys—and Cutting Costs by 22% Along the Way
          Case Studies

          From the Contact Center to ATMs, Itaú is Banking on NICE CXone to Orchestrate End-to-End Customer Journeys—and Cutting Costs by 22% Along the Way

          Get case study
          View All Case Studies

          Customer Story

          • CUSTOMER PROFILE
          • 01 THE BEFORE
          • 02 DESIRE TO CHANGE
          • 03 THE SOLUTION
          • 04 THE RESULTS
          • 05 THE FUTURE
          • What can NICE do for you?

          • VIEW A DEMO

          CUSTOMER PROFILE

          Pfizer’s US Trade Group, responsible for supporting trade customers including pharmacies, health care provider offices, long-term care centers, and wholesalers, wanted to improve customer experience through improved efficiency, better training, and smoother support for growing at-home agent hours. NICE CXone helped Pfizer on this journey.

          01 THE BEFORE

          Slow adjustments to a hybrid-agent world

          Pfizer’s trade-facing contact center helps wholesalers, providers, and long-term care facilities manage everything from vaccine deployment to routine shipments. Although Pfizer had experimented with hybrid agent models, until recently agents spent 90% or more of their time in-office. As a result, most of the company’s onboarding, training, and evaluation processes assumed that agents would be available onsite at almost any time. Workforce engagement strategies similarly were built entirely around the assumption of face-to-face contact.

          02 DESIRE TO CHANGE

          Becoming a true hybrid contact center

          When most of Pfizer’s agents shifted to a work-from- home model in 2020, the limitations of the on-premise assumptions were clear. At the time, onboarding assumed that agents would sit next to a seasoned agent, plug in to an auxiliary jack, and listen to live calls to learn the ropes. “Onboarding became a big challenge,” says Lou Castagna, Pfizer operations support coordinator.

          Pfizer also recognized that customer experience was being eroded in subtle, difficult-to-identify ways during periods of high work-from-home volume, but lacked a specific metric to identify and correct the issue.

          03 THE SOLUTION

          A modern approach to quality and experience

          Pfizer started applying more of the capability and potential of its NICE CXone solution to modernize quality management and onboarding processes, with an eye toward improving overall customer experiences over the long haul. Specialists created curated lists of recorded calls, complete with screen capture playback, and deployed those to both new hires and existing agents. To ease the onboarding process for new hires, Pfizer created a special agent- in-training profile with limited options in the NICE CXone interface, making it easier to focus on quality lessons before getting up to speed with the full CXone solution.

          This process was extended to experienced agents, as well. They had previously lacked closed-loop visibility into their work evaluations. They would receive evaluation forms from supervisors, but not have a clear path to replay the call while reading over the evaluation report. Agents had to manually request links to their calls from an analyst if they wanted to review the recording to better parse the results of an evaluation.

          04 THE RESULTS

          Consistent, connected access to experience insights

          Agents new and old reported positive experiences with call review on demand through CXone. New hires can be onboarded from any location. Experienced agents have on-demand access to recorded calls and evaluations. Since switching to self-service call reviews in CXone, the need for reminder emails to take follow-up action on completed evaluations has dropped significantly. “I used to have to constantly send those reminders. Now, any time agents have free time, they can go right in and look at evaluations, instead of scrolling through their emails for reminders,” says Jay Soria, Pfizer customer service support analyst.

          Experienced agents learn from supervisor evaluations, as the score sheets are now linked to and shown side-by-side with the associated calls. Caller sentiment analysis via NICE CXone helps agents at all levels of tenure better understand how their handling affects customer experience. Improved call categorization also makes it easier to identify and share examples of standout calls—a process that had taken as long as one day per categorized call in the past.

          Pfizer specialists also created a new monitoring statistic to evaluate agent performance and track customer experience. This new working rate metric combined time spent in available, inbound, and outbound call states, and helped improve identification of high-productivity agents. The metric also exposed a customer experience gap. At- home agents frequently neglected to toggle their state to unavailable for short bathroom or water breaks, which caused a spike in calls ringing for longer than 20 seconds (Pfizer’s target service level) or being refused. “Tracking this on a month-by-month basis is directly increasing our service levels and customer experience, because we have fewer callers waiting for representatives to pick up the phone,” Castagna says.

          Pfizer also credits NICE CXone’s flexibility with helping cushion the dual impact of COVID’s workforce disruption and heavy call volume due to vaccine- related calls to the company’s injectables service center. Call volume to the injectables center climbed in 2020 and 2021 and service levels dipped from 2019 levels. Even as call volumes remain high, service levels have been increasing for partial-year 2022. At all times, service levels stayed in Pfizer’s accepted range.

          05 THE FUTURE

          Maintained focus on performance, greater work flexibility

          Pfizer will build on these new customer experience protections by expanding its hybrid workforce model in the years to come. Most agents will work three days remote and two days in-office. The company expects to delve into more CXone functionality to promote greater employee engagement via gamification in this long-term hybrid model, and to maintain high levels of schedule adherence. Customer surveys will also play a greater role in employee evaluation and closed-loop understanding of customer experience.

          “Working with more of the features of NICE CXone is helping us see the point of view of our customers, including the improvements we can make and our customer service representatives can make. ”

          CUSTOMER SERVICE SUPPORT ANALYST
          PFIZER

          Contact us

          If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.

          JAY SORIA

          Get Started with NICE

          Join the thousands of businesses who trust NICE to create exceptional customer experiences with purpose-built AI.

          Get a quote

          ABOUT

          Pfizer’s global portfolio includes medicines and vaccines as well as many of the world’s best-known consumer health care products.

          INDUSTRY

          Pharmaceuticals

          WEBSITE

          www.pfizer.com

          LOCATION

          Headquartered in New York, NY

          AGENTS

          Approximately 100 Pfizer US Trade Group agents using this solution

          GOALS

          • Improve customer experience
          • Improve agent onboarding
          • Better support hybrid work models
          • Improve agent adherence

          PRODUCTS

          • NICE CXone
          • NICE Performance Management
          • NICE Interaction Analytics
          • NICE Workforce Management
          • NICE Quality Management

          FEATURES

          • Integrated agent evaluation and call playback
          • Developed curated lists of calls for training and teaching
          • Custom agent performance metrics surface hidden
            inefficiencies