Case Study: Aetna Medicare Transition Services cuts costs and reduces call handle times with NICE Systems' CXone

Aetna Medicare Transition Services Takes Control of its Contact Center with CXone

Aetna Medicare Transition Services helps employees turning 65 transition from employer group Aetna plans to individual Medicare coverage, operating a Florida contact center of licensed advisors that handles about 2,700 inbound calls per month with large spikes during open enrollment. The organization was constrained by a vendor-managed, on‑premises contact center that blocked timely system changes, lacked caller context, priority routing and third‑party integrations, and prevented scalability or remote work—resulting in long handle times and poor flexibility.

The company moved to NICE inContact CXone, deploying omnichannel routing, scripting, reporting, APIs and call/screen/audio recording integrated with SpiceCRM and Tableau to enable skills‑based routing, customized scripts and in‑house updates. The switch cut costs and handle times, improved customer service and coaching, and allowed rapid growth—expanding advisors 181% (from 16 to 45) in six weeks—while positioning the business to add channels and remote agents.

Aetna

Bill Jetter

President