Case Study: Engaging Solutions, LLC achieves dramatic efficiency gains and faster deployment with SpiceCSM

Engaging Solutions, LLC - Customer Case Study

Engaging Solutions, LLC, a management consulting firm that runs a 100–175‑agent contact center serving Medicaid managed care and government clients, faced urgent large‑scale outreach drives constrained by poor data quality and a slow proprietary client system that threatened a 90‑day eligibility window. To address these challenges they partnered with NICE inContact CXone and SpiceCSM to improve data integration, scripting, and automation across campaigns.

SpiceCSM and NICE inContact implemented a collaborative solution—building scripts in NICE inContact Studio and managing member data and workflow in SpiceCSM—to bypass the client’s system, automate data capture, and streamline agent workflows. The results included a 50% reduction in average handle time (from ~35–45 minutes to ~20–25), 80% faster agent training, 75% quicker deployments, 90% faster reporting (moving from monthly to weekly), 85% improved time to revenue, and measurable gains in agent morale and maintainability.

Engaging Solutions, LLC

Christina Sparks

Call Center Director