Case Study: Evolent Health achieves 17% improvement in First Call Resolution and richer Voice of the Customer insights with NICE Systems' CXone Feedback Management

Evolent Health Renews Listening Commitment with NICE CXone Feedback Management

Evolent Health, a U.S. healthcare services company headquartered in Arlington, VA, needed a clearer Voice of the Customer. Although it collected extensive contact-center data, it lacked a formal post‑call survey process and relied on proxy measures for first‑call resolution (FCR), making it hard to distinguish controllable drivers of caller dissatisfaction and to align listening efforts with company values.

Evolent implemented NICE CXone Feedback Management with two brief post‑call surveys (multiple‑choice plus open responses), dashboards and coaching alerts. High opt‑in response rates delivered granular insights that informed agent training, recognition and product changes, produced a 17% improvement in caller‑reported FCR, and gave the company a more accurate, scalable view of customer experience as it expands channels and analytics.

Evolent Health

Christina Za

Customer Service Vice President