Case Study: Healthcare Company achieves improved veterans’ experience and saves 100+ FTEs with NICE Systems

Healthcare Company Looks to Improve Veterans Experience

A nonprofit healthcare liaison that helps U.S. veterans schedule and manage VA appointments faced growing demand and plans for 10 contact centers while veterans experienced harmful delays and complex navigation of care. To maintain high-quality, timely support and scale its operations, the organization needed a technology-driven way to improve call outcomes and reduce wait and hold times.

Working with Mattersight, the company deployed interaction analytics and Predictive Behavioral Routing across 1,100 agents at 10 sites (including 150 remote agents) and instituted a coaching program for supervisors. Mattersight analyzes 100% of calls and matches veterans to the best-suited agents, cutting non-interaction time from 96 to 51 seconds (saving over 100 FTEs), reducing average handle time and call length by 47 seconds via routing, improving scheduling efficiency, lowering veteran effort and exceeding ROI targets.