Case Study: Pfizer improves agent experience and first-call resolution with NICE Systems' CXone IVR consolidation

Pfizer Improves Agent Experience Through a Consolidated IVR

Pfizer, a global pharmaceutical company with 2,500+ contact center agents, faced operational friction from running three separate IVR environments across its locations. The disconnected systems caused duplicated customer data, poor routing, frequent caller repetition, time-consuming multi-system logins for agents, and inconsistent reporting—undermining agent satisfaction and the ability to scale service effectively.

Pfizer consolidated all IVRs onto a single NICE CXone platform in about a month, retrained staff, and enabled a unified login and centralized reporting. The change delivered faster access to information, improved first-call resolution, higher agent satisfaction and productivity, simplified reporting for supervisors, and cost savings from consolidation—freeing agents and managers to focus on better customer outcomes.

Pfizer

Jay Soria

Customer Service Support Analyst