Case Study: BAYADA Home Health Care achieves dramatic response-time, service and cost improvements with NICE Systems' CXone

BAYADA Streamlines Contact Center Workflows with CXone While Undergoing Tremendous Growth

BAYADA Home Health Care, a large provider of in‑home clinical and personal care with 360 offices and 28,000 staff, relied on a 45‑agent New Jersey contact center as the first point of contact for clients, families and providers. Rapid growth exposed the limitations of its on‑prem contact center system—limited functionality and scalability, no omnichannel support, poor reporting and an unacceptable ~20% abandon rate—making it difficult to manage volume and gain performance visibility.

BAYADA implemented NICE CXone (omnichannel routing, CXone Email, MAX agent interface, inView performance management and quality tools), simplifying IVR and automating email routing. Results included an 87% drop in abandon rate to 2.5%, a 97% decrease in average speed of answer, 50% shorter queue hold times, a 34% increase in phone service levels and a 70% improvement in email service levels (despite 51% email volume growth), plus roughly 25% lower phone costs and 15% lower email costs; agents learned the new system in under a day and managers gained real‑time visibility.

Bayada Home Health Care

Martin Jones

Director of Contact Center Operations