Case Study: Envera Health achieves improved patient access and higher customer satisfaction with NICE Systems' CXone

Envera Health Enhances the Patient Experience with CXone

Envera Health, a Richmond-based provider of front-door healthcare services, manages appointment scheduling, prescription refills and follow-ups for health systems nationwide, handling over a million inbound calls annually through a mix of in-house and clinic-based agents. Their challenge was ensuring consistent, secure and efficient patient interactions across many call types and locations—matching callers to the right agent amid complex, HIPAA-sensitive inquiries and more than 1,300 defined skills.

Envera implemented NICE CXone (omnichannel routing, workforce and quality analytics) to standardize routing, provide screen pops and shared reporting, and gain operational visibility across onsite and remote agents. Using CXone ACD and analytics, they created a dedicated medication-refill line, sped up call routing, increased patient access and satisfaction, and delivered deeper insight to clients via weekly CSAT reporting—while continuing to expand the partnership and add CXone capabilities.

Envera Health

Patrick Hoar

Workforce and Analytics Manager