Case Study: Dominion National achieves 3–4X agent productivity and faster multichannel chat with NICE Systems' CXone

Dominion National and CXone chat meet demand for high-quality multichannel service

Dominion National, a leading dental and vision benefits insurer serving over 900,000 members with an 80‑agent contact center, needed to meet rising customer demand for digital channels while improving agent productivity and overall service levels. The company’s challenge was to extend the high quality of its voice service to chat and other digital channels without increasing headcount or sacrificing SLAs.

Dominion deployed NICE CXone live chat with branded prompts, pre‑screening options, one‑click scripted responses, interaction analytics and workforce management to streamline handling and surface insights. Chat volume grew from 1,300 to 5,000 monthly (now ~14% of contacts), voice volume fell ~10%, average speed to answer for chat is 10–15 seconds, agents handle multiple simultaneous chats and report 3–4x productivity gains, SLAs improved and cost‑per‑contact declined while chat analytics enabled better sentiment and root‑cause analysis.

Dominion National

Duke Hubbard

Customer Service Supervisor