Case Study: Dominion National achieves streamlined self‑service journeys with NICE Systems CXone Analytics

Dominion National Streamlines Self-Service Journeys with CXone Analytics

Dominion National, a Virginia‑based insurer administering dental and vision benefits for over 900,000 members with an 80‑agent contact center, was struggling with ad‑hoc IVR analysis and dozens of complex caller journeys. Without structured journey mapping, many calls ended in unexplained hangups or dead‑ends, slowing fixes and obscuring whether callers left satisfied or frustrated.

By adopting NICE CXone Self‑Service Analytics and journey mapping, Dominion gained dashboards, event analysis, and integrated action‑script management that streamlined IVR maintenance and supported hiring a dedicated IVR role. The changes halved the time to find and fix journey issues, reduced action scripts by 25%, raised self‑service completion from about 70% to as high as 93.75%, and cut call port licenses by 20%, delivering faster repairs and measurable cost savings.

Dominion National

Damian Serrato

Call Center Analyst