Case Study: BAYADA Home Health Care achieves faster, more efficient contact center operations with Swift Shift

Bayada Home Health Care - Customer Case Study

BAYADA Home Health Care, a fast-growing home care provider with 360 offices and a 45-agent New Jersey contact center, was struggling with an outdated on-premises system that lacked scalability, omnichannel support, and useful reporting. As call and email volumes rose, the old setup drove high abandon rates and made it difficult for BAYADA to manage performance and keep up with growth. Swift Shift’s customer case specifically points to the need for a more flexible contact center platform, using NICE CXone solutions.

Swift Shift helped BAYADA implement NICE CXone, including omnichannel routing, email automation, MAX, and performance management tools, to streamline workflows and improve visibility. The results were significant: abandon rate dropped 87% to 2.5%, average speed of answer fell 97%, queue hold times fell 50%, phone service levels rose 34%, and email service levels rose 70%. BAYADA also cut contact center costs by 25% for phone and 15% for email, all while improving efficiency during rapid growth.

BAYADA Home Health Care

Leslie Burleson

Area Director