Case Study: Leading American Healthcare Provider achieves 22% productivity increase and $4M annual savings with NICE Systems (Back Office Essentials)

Leading American Healthcare Provider - Customer Case Study

A large US healthcare provider operating 300+ facilities and multiple 24/7 contact centers faced limited visibility into back-office productivity and agent behavior after moving to hybrid and remote work. Disconnected supervisors lacked the data to compare performance, target coaching, or measure engagement—making it difficult to improve operational efficiency and maintain service standards.

The organization deployed NICE Back Office Essentials—combining Performance Management, Desktop Analytics and Workforce Management integrations with pre-built reports and visualizations—to categorize desktop activity, enable real-time and historical drill-downs, and drive targeted coaching. Within six months productivity rose more than 22% (over 36% per team in a year), average idle time fell 12.6%, resource cost to process overtime schedule changes dropped 35%, and annual savings exceeded $4 million, alongside improved occupancy, reduced hiring needs and stronger employee engagement.