Case Study: County of San Diego achieves 85% faster answers, 53% shorter handle times and dramatically improved caller satisfaction with NICE Systems' CXone

County of San Diego Perks Up Callers and Employees Alike with NICE CXone and Gamification

The County of San Diego’s Access Customer Service Center, which connects more than 3.3 million residents to health and social services, faced long hold times, rising caller dissatisfaction, manual processes, and growing employee burnout. Reliant on spreadsheets, a complex IVR, and subjective supervisory review, the center needed faster service, better performance visibility, and higher employee engagement as call volumes grew.

By moving to NICE CXone—adding cloud telephony, interaction analytics, automated feedback, workforce management, and gamification—the county simplified its IVR, added callbacks, automated monitoring, and launched daily/weekly rewards. The results: average speed of answer improved 85% even with a 38% increase in calls, average handle time fell about 53%, negative caller feedback dropped ~90%, CSAT rose, and agent engagement surged through gamification.

County of San Diego