Case Study: Dominion National achieves improved SLA and boosted agent performance with NICE Systems CXone

Dominion National Boosts SLA and Agent Performance with CXone

Dominion National, a leading insurer and administrator of dental and vision benefits with about 80 agents across two U.S. offices and a BPO in the Philippines, needed greater flexibility to move agents to work from home, reduce customers’ need to repeat information, and eliminate time-consuming manual reporting that pulled supervisors away from higher-value work.

By deploying the NICE CXone suite—including Interaction Analytics, Performance Management, IVR routing and omnichannel tools—Dominion National improved call routing and agent preparedness, automated reporting and coaching, and gained clearer KPI visibility. Results included an SLA increase from 83% to 86.3%, higher call quality and customer satisfaction, and boosted agent productivity and engagement.

Dominion National

Elbert Parker

Workforce Analyst