Case Study: OrthoBanc achieves improved efficiency and system stability with NICE Systems' CXone

OrthoBanc Contact Center Gains Efficiency and System Stability with CXone

OrthoBanc helps orthodontists and dentists manage patients’ monthly electronic payments and runs a 28‑agent contact center that fields calls, email and chat—often spiking on payment dates. The company struggled with an unreliable legacy contact‑center system that caused frequent downtime, poor call quality and inconsistent reporting, which undermined agent productivity and the customer experience.

OrthoBanc implemented NICE CXone (including Workforce Management, Performance Management, Email, Chat and Quality Management) to stabilize operations and improve visibility. The change delivered immediate system stability and better call quality, trusted real‑time reporting and wallboards, enabled work‑from‑home flexibility, and drove higher agent productivity, engagement and service levels.

OrthoBanc

Matt Sigler

Customer Service Manager