• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Enlighten AI

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Dashboards & Reporting

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

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      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

      • Capabilities

      • Interaction Orchestration

        Interaction Orchestration

        Orchestrate all interactions and workflows across every customer service touchpoint.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Amplify team performance with specialized AI copilots for every role.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Agent Notetaking

          Instantly summarize interactions - accelerating resolution times and agent efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Automated customer self-service solutions increasing retention rates.

        View Products

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • Proactive AI Agent

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

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • 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


      • View All Products
    • 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

        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

      • 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

          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

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

          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
          © 2025 NiCE
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility

          Stay Connected

          © 2025 NiCE
          • Home
          • Resources
          • Travel Insurance Company Raises the Bar on Customer Service with CXone

          Case Study: Travel Insurance Company

          Travel Insurance Company Raises the Bar on Customer Service with CXone

          An industry-leading travel insurance company provides peace of mind by covering financial losses and medical expenses for travelers abroad.

          View story

          Download PDF version

          Additional Case Studies

          Case Studies

          Vera Bradley Embraces Digital-First Omnichannel with NiCE CXone

          Luggage, handbag, and accessory retailer Vera Bradley has been modernizing a business model started in 1982 to meet changes in customer expectations as well as evolution in service models and technology.

          Case Studies

          FactSet Solves the Support Formula with NiCE CXone

          FactSet Research Systems Inc. provides data and analysis tools to institutional investors worldwide.

          Case Studies

          Boost service levels

          Learn how Mitchell reduced costs and boosts service levels.

          Resource Library

          Customer Story

          • CUSTOMER PROFILE
          • ABOUT
          • THE CHALLENGE
          • THE SOLUTION
          • OPPORTUNITIES IDENTIFIED
          • What can NiCE do for you?

          • VIEW A DEMO

          CUSTOMER PROFILE

          ABOUT

          No one wants to experience an emergency when they’re traveling. To promote peace of mind, an industry-leading travel insurance company specializes in protecting travelers from financial losses and covering medical expenses abroad.

          The company’s busy contact center is their central communication hub: Over 80 agents service nearly 675,000 interactions annually. Agents are divided into two teams: client services which helps customers buy policies, and claims which evaluates and pays out travel claims.

          THE CHALLENGE

          However, providing an exceptional customer experience was difficult because the company used disjointed, disparate systems for handling phone calls, emails and online chat interactions. “Our company was growing significantly,” says the senior vice president of travel. “But our Cisco contact center system was a dramatic bottleneck hampering our growth. And if you don’t have outstanding service in this industry, you don’t survive.”

          The Cisco system lacked key functionality such as unified omnichannel support. It also made things difficult with poor reporting and no ability to reroute or record calls.

          In addition, the company couldn’t integrate Cisco with their other solutions. “We had very specific goals about integrating our phone systems into our software. However, Cisco had no ability to integrate which impacted our ability to streamline interactions and boost efficiency.”

          “We’re pretty sophisticated in terms of technology so we wanted the ability to make system changes ourselves,” he continues. “In order to customize Cisco, for example modifying routing flows, we had to engage an outside vendor which created a high overhead for administration.”

          Redundancy in case of an emergency or power outage was also a concern. “Since the Cisco system was on-premises, we didn’t have disaster recovery or high availability capabilities.”

          “Cisco’s reporting was also pretty much unusable so we couldn’t do sophisticated staff modeling. For example, the absence of interval reporting severely impacted our ability to make intelligent staffing decisions.”

          THE SOLUTION

          Omnichannel drives outstanding customer experiences

          The company knew a cloud contact center solution was the answer and evaluated eight different vendors. The final selection came down to two companies: NiCE CXone and Five9.

          “The ability to integrate solutions was critical for us. We chose NiCE CXone, because we felt its API integration was better than Five9’s, and it would better support our long-term technology vision.”

          Furthermore, CXone’s omnichannel capabilities enable the company to offer customers the choice of phone, email, chat or SMS. “When a customer contacts us in any format, we retain the interaction’s information. If they contact us again, the agent can quickly review the previous interaction. CXone is the unified hub for all our channels, and it helps us provide exceptional customer service.”

          “From a financial perspective, we’ve grown our business significantly in part because of CXone. I’m completely thrilled with NiCE CXone.”

          Senior Vice President, travel insurance company

          OPPORTUNITIES IDENTIFIED

          Service level improves 28% and abandon rate falls 55%

          An important change the company wanted to make was modifying the out-of-date process customers used to contact claims examiners. “Customers called one phone number which went to multiple examiners. Our customer service team also was answering those calls and transferring them which forced the customer to repeat their information. It also tied up phone lines and increased queue wait times.”

          CXone enabled the company to completely revamp its claims process. “Because it’s so easy to provision new phone numbers with CXone, each claimant is now given a direct phone number to their examiner. If the examiner is unavailable, the call is automatically re-routed. Doing this creates a better customer experience, and we can control the entire call flow.”

          An average of 1,000 calls per month are now routed directly to the claims department which is the equivalent of one full time customer service representative.

          “Using CXone to restructure our claims process made a tremendous impact on our business. Improved efficiencies reduced the lifespan of a claim by 10 days. Our service levels also improved: abandon rates fell 55%, average speed to answer decreased 64% and our SLAs improved 28%.”

          Reporting and call recording drives efficiencies

          CXone Reporting more accurately forecasts staff shifts with interval reporting. “We can adjust staffing to adequately cover our busiest intervals, for instance.”

          “Interval reporting is also critical if catastrophic events occur, like a hurricane, which increase our call volumes. We can accurately predict how many agents we’ll need to handle the influx of interactions.”

          CXone records more than 500 calls daily. The recordings are reviewed to ensure agents are giving customers a positive experience and for compliance purposes. “We use the recordings for coaching and also to verify information given on calls.”

          Using CXone APIs, recordings are associated with the corresponding claim or policy. “By tying each recording to its claim or policy, we can see the entire lifecycle of a customer’s interaction.”

          Improved scalability and disaster recovery

          Interaction volumes can rise dramatically if major weather events, such as hurricanes, impact travel. CXone’s scalability is paramount in those situations.

          “CXone gives us the flexibility to scale quickly when we have a large increase in call volumes. For example, we can easily bring on an outsourced call center to bolster our capacity.”

          The company also had no mechanism for failover or disaster recovery with Cisco. With CXone, however, it now has a disaster recovery plan in place. “We had a total power outage at our main office last year. Within 15 minutes, agents logged in to CXone at an offsite location and were helping customers.”

          As the senior vice president of travel says: “I’m a big fan of the NiCE CXone platform. We’ve grown our business significantly in part because of CXone.”

          “I’m completely thrilled with CXone’s technology, the uptime—everything. CXone allows us to manage and administer our business with an unprecedented level of speed and sophistication.”

          “We chose NiCE CXone over Five9, because we felt NiCE CXone had a more forward-looking perspective on technology integration.”

          Senior Vice President, Travel Insurance Company

          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.

          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

          A travel insurance company that offers plans for domestic and international travel.

          NiCE CXone SOLUTIONS

          • CXone Omnichannel Routing
          • CXone Email
          • CXone Chat
          • SMS for CXone
          • CXone APIs
          • CXone Reporting

          RESULTS ACHIEVED

          • Decreased abandon rate by 55%
          • Reduced average speed to answer by 64%
          • Increased SLA by 28%
          • Processing time for claims reduced by 10 days
          • Improving call routing efficiency resulted in savings equivalent to one full-time client services representative