Case Study: Orthopedics and Sports Medicine Practice achieves 71% shorter wait times and 52% more appointments with NICE Systems' CXone

Orthopedics Practice Transforms ‘Phone Room’ into a Cutting-Edge Contact Center with CXone

An orthopedics and sports medicine practice serving about 10,000 patients a month across three locations relied on a 20‑agent contact center that handled more than 28,000 inbound calls monthly. The legacy phone system couldn’t keep up with growing volumes, producing long hold times, frustrated patients and lost business, so leadership approved a shift from a “phone room” to a modern cloud contact center.

They implemented NICE inContact CXone (omnichannel routing, chat, email, reporting, call‑back and call recording), which cut average wait time by 71%, reduced handle time by 20%, increased calls handled (20%+), boosted appointments scheduled by 52% and drove a 16% rise in patient visits—while improving customer satisfaction, agent engagement, quality monitoring and system reliability.