Case Studies

San Diego County Boosts Customer Satisfaction by 445% with CXone


The Access Customer Service Center of the Health and Human Services Agency for the County of San Diego aims to provide world-class customer service to the area’s 3.3 million residents. In the past, this was difficult to do because the agency’s Avaya system was outdated and inadequate. 

Now, thanks to CXone, the contact center can successfully handle an annual contact volume of 1.8 million, while improving the customer experience and lowering costs. The agency improved customer satisfaction 445% while boosting other key metrics such as reducing the time to return calls by 93% and decreasing callers’ wait time by 91%. 

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Additional Case Studies
Case Studies

NICE strengthens Australian vocational education and training provider

See how CXone helped Wodonga TAFE to improve flexibility and scalability in the contact center.

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HireRight Case Study 2022

HireRight provides comprehensive background screening, verification, identification, monitoring, and drug and health screening services for more than 40,000 customers across the globe.

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SERTEC Improves Collections and Service with NICE Interaction Analytics

A leader in collections and recovery across Mexico, SERTEC is committed to leveraging the most advanced technology available to conduct collection activities and stay ahead of the competition.

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