Case Study: Fortune 500 Healthcare Company achieves $1M+ annual savings with NICE Systems CXone Mpower SmartReach

A Fortune 500 Healthcare Company Saves over $1 Million Annually by Revitalizing Outbound Customer Contacts With CXone Mpower SmartReach

A Fortune 500 Healthcare Company needed to improve outbound customer outreach for millions of policyholders while dealing with compliance risks, low call volume, and long campaign setup times. Its previous dialing platform created heavy agent idle time and made it difficult to launch time-sensitive campaigns efficiently. NICE Systems, using CXone Mpower SmartReach, was brought in to address these challenges.

NICE Systems implemented SmartReach with features like Human Call Initiator, predictive and manual dialing support, IVR, and consumption-based pricing. The result was a dramatic improvement in performance: campaign rollout time fell from months to hours, call abandonment improved by 8-20x, agent idle time dropped to under a minute, setup costs were cut by 96%, and the company achieved more than $1 million in estimated annual savings.