Case Study: FedPoint achieves higher customer satisfaction and operational efficiency with NICE Systems CXone Mpower

FedPoint Elevates Customer Experience with Scalable Insights from CXone Mpower

FedPoint provides benefits administration and customer service to millions of federal employees, military retirees, and their families. Facing the need for a secure, FedRAMP-authorized platform that could scale through seasonal spikes of up to 1,500 agents, FedPoint turned to NICE Systems and its CXone Mpower platform to modernize its contact center while protecting world-class service levels.

NICE Systems implemented CXone Mpower, including Interaction Analytics, Quality Management, Feedback Management, and Workforce Management, in a phased rollout that preserved core operations and then added AI-driven insights. The result was measurable improvement across key metrics: CSAT rose from 97% to 98.35%, IVR containment increased from 28.5% to 33.9%, average speed of answer dropped from 35 seconds to 15 seconds, QA scores improved from 77.5% to 87.1%, and agent graduation rates increased from 77% to 80%.

FedPoint

Steve Hutcheon

Director of Client Services