Nice helped the County of San Diego strengthen emergency response and everyday customer experience by implementing CXone Mpower. Their solutions enabled the center to scale from 10 to over 100 agents, handle 10,000+ disaster-related calls, and process 6,000+ applications efficiently. Nice’s platform reduced missed callbacks by 40%, dropped call abandonments by 10%, and cut wait times from two minutes to nearly zero. It also improved staff engagement through enhanced training, successfully managing high demand during disaster relief efforts.

Join for free to read