Case Study: Major Healthcare Insurer achieves $5M annual savings and improved IVR containment with NICE Systems' IVR Optimization

Major Healthcare Insurer - Customer Case Study

A major healthcare insurer serving 4 million members and handling 9 million member and provider interactions faced low IVR containment, unclear IVR journey behaviors, and frequent caller time-outs that increased costs and degraded the customer experience.

NICE IVR Optimization delivered comprehensive IVR visualization, deep analytics, and prescriptive guidance to drive continuous improvement — yielding $1M saved via improved authentication, a 5% lift in provider containment, a 10% lift in member containment, $4M in eliminated costs, and a total ROI of $5M annually, plus improved customer satisfaction, loyalty, and frictionless journeys.