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FedPoint Elevates Customer Experience with Scalable Insights from CXone Mpower

FedPoint Elevates Customer Experience with Scalable Insights from CXone Mpower

FedPoint Elevates Customer Experience with Scalable Insights from CXone Mpower

Nice
Pages 3 Pages

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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