Case Study: Michigan Department of Health and Human Services achieves rapid scalability and improved citizen access with NICE Systems' CXone

CXone Helps Michigan DHHS Power Up Services to Residents

The State of Michigan Department of Health and Human Services (DHHS) Integrated Service Delivery (ISD) oversaw public assistance across 14 contact centers with about 5,000 caseworkers handling roughly one million calls a year. Their aging on‑premises contact‑center technology led to missed calls, voicemail backlogs and interrupted workflows, and an imminent federal shutdown followed by an extreme cold snap created an urgent need to scale capacity quickly and provide priority access for vulnerable residents.

ISD moved to the NICE CXone cloud platform—deploying ACD, IVR, omnichannel routing, feedback management, reporting and MAX—to create a virtual, statewide contact center. The solution allowed capacity increases within hours, added IVR self‑service and priority routing to county offices, consolidated reporting and reduced on‑premises costs. Results included faster statewide service delivery, improved citizen access and responsiveness, scalability during emergencies, positive caller feedback and secure FedRAMP‑certified operations.

Michigan Department of Health and Human Services

Bill Premble

Director