Case Study: Optum achieves automation, efficiency and cost savings with NICE Systems' CXone

Optum uses technology and data to empower people, partners, and providers for better health

Optum, a health services technology provider that uses data and technology to support care, tasked its India operations with modernizing contact centers for global employers and government clients. Facing manual processes, unreliable tools, and fragmented systems, Optum sought a unified customer experience platform with advanced analytics, automation, and AI to deliver seamless, scalable service.

Optum implemented NICE CXone across clients with and without existing CX platforms, enabling omnichannel routing, workforce optimization, analytics, automation and AI-driven features. The deployment streamlined operations and agent workflows, increased automation and efficiency, improved decision-making through analytics, reduced costs, and enabled continuous improvement and higher customer satisfaction.

Optum

Ashutosh Sahu

Software Engineer