Case Study: County of San Diego achieves 445% increase in customer satisfaction with NICE Systems CXone

San Diego County Boosts Customer Satisfaction by 445% with CXone

The County of San Diego Health and Human Services Agency’s Access Customer Service Center supports more than 3.3 million residents with 2,500 agents handling about 1.8 million contacts a year. Their legacy on‑premises Avaya system imposed port limits, produced busy signals and dropped calls, was hard to customize, and lacked the cloud flexibility needed to quickly shift agents to remote work—creating long hold times and poor experiences, especially during crises like the COVID‑19 pandemic.

Access migrated to the NICE CXone cloud platform, simplified its IVR and deployed CXone’s omnichannel, feedback, analytics and performance tools to scale capacity, update messaging fast and monitor quality in real time. The change delivered dramatic results: a 445% increase in customer satisfaction, 511% more surveys returned, a 91% reduction in average wait time, 93% faster call‑back times, 75% faster speed to answer, 71% fewer abandoned calls, plus a 5% improvement in employee satisfaction/productivity/attendance and a 5% drop in negative feedback.

County of San Diego