Case Study: ClearChoice boosts operational efficiency and handles higher call volumes in-house with NICE Systems' CXone

ClearChoice takes the customer experience to a whole new level with NICE inContact CXone

ClearChoice, a national leader in dental implants, operates a Denver-based contact center that schedules patient appointments and answers procedure concerns through a team of 62 inbound/outbound agents plus third‑party overflow support. As the company expanded, its aging premise-based contact center system could not scale, required costly upgrades and maintenance, and limited the ability to handle higher call volumes and improve the patient experience.

ClearChoice migrated to the NICE inContact CXone cloud platform—including CXone Agent for Salesforce, Workforce Management, inView performance dashboards and omnichannel routing—to improve operational flexibility and patient-focused service (agents aren’t pressured by strict handle-time targets). The change enabled ClearChoice to handle more volume in-house, reduce outsourcing, simplify quality management, and boost results (3% increase in inbound calls, 23% increase in outbound calls), while improving efficiency, agent engagement and the overall customer experience.

ClearChoice

Sonja Villalobos

Contact Center Manager