Case Study: University-based healthcare center saves $500,000 annually with NICE Systems' CXone

Large health care system saves $500,000 annually with CXone

A large, university-based health care system in south Florida with nearly 400 contact-center agents faced an aging on-premises telephony platform that couldn’t integrate with key systems like EPIC, lacked omnichannel and outbound dialing, relied on a separate SMS vendor, and required manual Excel-based scheduling. The inflexible IVR (700+ skills) led to high abandon rates and slow answers, and the organization needed a scalable solution to handle a 10x surge in outbound outreach during the COVID-19 pandemic.

The organization moved to NICE CXone, deploying omnichannel routing, SMS, outbound Personal Connection, workforce management, quality and feedback tools, and API integrations with its EMR. The cloud solution enabled fast WFH migration (400 agents in 72 hours), automated appointment reminders, streamlined outbound/text workflows, and real-time scheduling. Results included $500,000 in annual savings, a 65% reduction in abandonment, 54% faster average speed of answer, 12% lower handle time, improved interaction quality and forecasting, and higher employee satisfaction.