Case Study: Oscar Health achieves 71% higher service levels and 40% productivity gains with NICE Systems' CXone Workforce Management Enterprise

Oscar Health Takes the Pain Out of Scheduling and Forecasting with CXone Workforce Management Enterprise

Oscar Health, a technology-driven health insurer serving more than 250,000 members across nine states, relied on 250 agents to handle roughly 615,000 interactions a year. Manual, Google Sheets–based scheduling and forecasting created errors, consumed several staff-days weekly, reduced schedule adherence and agent productivity, and hurt service levels and long-term planning.

After implementing NICE CXone Workforce Management Enterprise (with CXone Omnichannel Routing), Oscar automated forecasting and scheduling, enabling multi-week planning and faster schedule creation. The result: agent productivity rose 40%, service levels and speed-to-answer improved 71%, average wait time fell 77% (from 30 to 7 minutes), abandonment dropped 33%, administrative scheduling time declined, and call volumes doubled while staffing increased only 60%.

Oscar Health

Bianca Brooks

Workforce Manager