Case Study: Pfizer achieves a seamless transition to a long-term hybrid contact center with NICE Systems

Pfizer Smooths Transition to Long-Term Hybrid Model with NICE CXone

Pfizer’s US Trade Group, which supports pharmacies, health‑care provider offices, long‑term care centers and wholesalers, needed to modernize customer experience and agent operations as most agents moved from onsite to hybrid work. With roughly 100 US Trade agents, the team struggled with onboarding, evaluations and workforce adherence because processes assumed in‑office shadowing and live‑call learning, and they lacked visibility into metrics that revealed service gaps during high remote‑work volumes and COVID‑era spikes.

Pfizer expanded use of NICE CXone (including Performance Management, Interaction Analytics, Workforce and Quality Management) to create curated call libraries, screen‑capture playback, an agent‑in‑training profile, linked evaluation-and-call review, and a new “working rate” metric. The change enabled remote onboarding and self‑service call review, cut evaluation reminder emails, improved average speed of answer and reduced rejected calls, and helped maintain or improve service levels even during increased call volumes.

Pfizer

Lou Castagna

Operations Support Coordinator