Case Study: Catalyst360° achieves improved agent productivity, stronger retention and $2.3M recovered with NICE Systems' Interaction Analytics

Enhancing Agent Productivity And Efficiency

Catalyst360° is a multi‑site, multi‑channel contact center serving healthcare insurers with about 1,300 agents (peaking to 2,100) across three locations and many remote workers, handling more than 15 million contacts a year. Although already using NICE analytics, access and operational use were limited, so the company sought to broaden adoption to improve agent productivity, reduce handle time, boost first‑call resolution and identify coaching and process improvements rather than to fix any single urgent problem.

By upgrading and expanding NICE Interaction Analytics across both Operations and Enterprise teams, Catalyst360° created targeted “lead” categories, uncovered retention/cancellation opportunities, and redesigned agent training and dialog. The initiative led agents to re‑enroll or reactivate 14% of accounts (about 17,000), generating $2.3M, revealed further savings potential (estimated up to $44M if retention were maximized), reduced repeat calls, and strengthened client relationships as Catalyst360° moved into a consultative, thought‑leadership role.

Catalyst 360°

Chad Burkholder

COO