Case Study: Millennial Specialty Insurance achieves PCI D1 compliance, reduced handle times, and improved customer & employee satisfaction with NICE Systems CXone

NICE inContact Contributes to Fast Growth of Millennial Specialty Insurance

Millennial Specialty Insurance (MSI) is a fast-growing, agent‑only renters insurance provider that has written 270,000 policies with a lean team. MSI needed a cloud contact center that supported rapid scaling, state regulatory call‑recording requirements and D1‑level PCI compliance for phone credit‑card transactions—specifically the ability to mask personally identifiable information in recordings.

MSI implemented NICE inContact CXone (Omnichannel Routing and Reporting) with skills‑based routing and PCI masking. The cloud solution enabled remote work, met compliance and audit needs, reduced handle times, satisfied SLAs with minimal staff increases, and boosted both customer satisfaction and employee engagement.

Millennial Specialty Insurance

Tobie Seymour

Head of Operations