Case Study: Travel Insurance Company achieves 55% lower abandon rate and 64% faster answer times with NICE Systems' CXone

Travel Insurance Company Raises the Bar on Customer Service with CXone

An industry-leading travel insurance company with more than 80 contact-center agents handling roughly 675,000 interactions a year faced growing pains from a disjointed, on-premises Cisco contact-center setup that lacked omnichannel support, usable reporting, API integration, call recording/rerouting and disaster recovery—creating a bottleneck that hampered growth, staffing decisions and customer service.

After evaluating vendors the company migrated to NICE inContact CXone (omnichannel routing, email, chat, SMS, APIs and reporting), which unified channels, enabled integrations and improved resilience. Results included a 55% drop in abandon rates, 64% faster average speed to answer, a 28% improvement in SLA, 10 fewer days to process claims and routing efficiencies equivalent to one full-time rep; CXone also delivered better interval reporting, call recording for coaching/compliance, rapid scalability and fast disaster-recovery failover.