Case Study: Engaging Solutions achieves major efficiency gains and 50% reduced call handle time with NICE Systems (CXone)

Engaging Solutions ‘Dreams Big’ with NICE CXone

Engaging Solutions is an Indianapolis-based management consulting firm that supports government agencies, small businesses and Fortune 500 clients, with a contact center practice focused on Medicaid Managed Care. Facing large, time-sensitive outreach campaigns and poor-quality data from client systems, the company struggled to process thousands of members within tight eligibility windows while scaling 100–175 agents and coping with slow, incompatible proprietary systems.

By integrating NICE CXone and SpiceCSM and building customized scripting and automation, Engaging Solutions bypassed the client’s system, improved data mining and delivered member information directly to agents. The change cut average handle time by about 50% (from 35–45 minutes to ~20–25), sped training by 80%, accelerated deployment by 75% and reporting by 90%, boosted agent morale and enabled weekly client reporting and faster time to revenue.

Engaging Solutions

Christina Sparks

Call Center Director