Dominion National expanded its NICE CXone environment to include real-time agent chat, meeting growing consumer demand for multichannel support. NICE enabled the insurer to enhance agent productivity and deliver high-quality service across dental and vision benefits. By integrating chat capabilities into its contact center operations spanning U.S. offices and a BPO in the Philippines, NICE CXone helped Dominion National efficiently manage peak workloads while improving customer engagement and satisfaction.

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