Nice helped FedPoint elevate customer experience by implementing the FedRAMP-authorized CXone Mpower platform, enabling scalable insights and AI-driven solutions. Their phased approach improved CSAT from 97% to 98.35%, increased IVR containment by 7%, boosted agent QA scores by 13%, and reduced average speed of answer from 35 to 15 seconds during open enrollment. Nice’s technology also raised agent graduation rates by 3% and caller self-service by 8%, efficiently handling 500,000 calls in just four weeks.

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