Case Study: DentalPlans.com achieves 17% lower AHT, 50% fewer abandoned calls and $400K+ annual cost savings with NICE Systems' CXone

DentalPlans.com Realizes Gains in Efficiency, Savings & Satisfaction with NICE CXone

DentalPlans.com is an online marketplace offering affordable dental savings plans and has grown rapidly to serve hundreds of thousands of members via a 110‑agent contact center that handles large inbound and outbound volumes. The company faced high costs and limited visibility while outsourcing member and provider care—resulting in blind transfers, poor scheduling control, long average handle times, and inadequate real-time management.

DentalPlans.com brought its contact center in‑house and consolidated on the NICE CXone platform (including Workforce Management and Personal Connection), gaining real‑time visibility, better scheduling and cross‑training, and vastly increased outbound automation. The move delivered measurable gains: a 17% reduction in average handle time, a 50% drop in abandoned calls, an 8% rise in service levels, outbound growth to 100k–120k calls/month, and over $400,000 in annualized cost savings.

DentalPlans.com

Gherman Duckworth

Senior Operations Manager