Case Study: SKYGEN achieves 92% agent engagement and major efficiency gains with NICE Systems' CXone

SKYGEN USA Revitalizes Empl oyee Engagement in the NICE CXone Cloud

SKYGEN USA, a SaaS and TPA contact center provider for dental, vision and health benefits serving over 10 million members, faced a “Frankenstein” mix of legacy on‑prem systems that blocked real‑time insights and undermined a once‑promising gamification program. Delayed reporting, missed payouts and inflexible IVR/custom systems hurt agent engagement, performance and retention, prompting a need to modernize and restore a high‑performance culture.

SKYGEN consolidated onto NICE CXone, unifying IVR, recording, WFM, quality and performance tools, rebuilding gamification with agent‑preferred rewards, dashboards, and in‑platform surveys and coaching. The changes drove strong results: 92% of agents engage with contests regularly, average hold time fell 46%, after‑call work dropped 24%, talk time down 2%, and a projected 5% reduction in attrition with significant cost‑savings and improved capacity to take on new clients.

SKYGEN

Jonathon Fluckey

Contact Center Implementation Specialist