Case Study: Optum360 achieves major cost savings and improved customer experience with NICE Systems' Interaction Analytics

Optum - Customer Case Study

Optum, a large information- and technology-enabled health services business that manages multi-channel contact centers for health insurers (about 15,000 agents, 26 sites, ~64 million contacts annually), needed to help clients reduce costs and improve customer satisfaction while differentiating its third-party call center services. After success in one line of business, Optum faced the challenge of expanding interaction analytics across five additional, heterogeneous business units to deliver consistent, transparent performance insights.

Optum partnered with NICE to deploy NICE Interaction Analytics and Analytics-Driven Quality Management—building custom integrations where needed, creating ROI dashboards, and rolling out analyst training and Quality Planner workflows. The deployment across five business units produced actionable insights that identified nearly $700,000 in potential FTE savings for two clients, revealed an 11% external-transfer reduction opportunity (and a 7% internal-transfer reduction potential), reduced handle time by ~2%, and drove IVR, resolution-time, cross-training and soft-skill improvements to boost efficiency and customer experience.

Optum360

Sandi Shaulis

Consumer Experience