Case Study: Mitchell achieves 64% cost reduction and 49% service-level improvement with NICE Systems' CXone

Mitchell Reduces Costs and Boosts Service Levels with NICE CXone

Mitchell, a provider of claims services for property & casualty and workers’ compensation with about 400 customer service agents, was held back by an inflexible, costly on‑premises Avaya PBX that threatened growth and customer satisfaction. The company needed redundancy and a solution that let business users—not IT—make day‑to‑day changes to avoid a large upgrade expense and the operational bottlenecks it caused.

Mitchell moved to NICE CXone’s cloud contact center (VoIP, CXone Agent for Salesforce, Personal Connection, click‑to‑dial and CXone Analytics), automating routine calls, surfacing caller data instantly, and giving managers self‑service control. The result: a 64% reduction in expenses, a 49.1% improvement in service levels, a 10% rise in customer satisfaction, 7.1% productivity gain and immediate ROI while freeing agents to handle higher‑value interactions.

Mitchell

Pauline Mulvey

Vice President, Enterprise Business Technology