Dominion National enhanced the effectiveness and efficiency of its self-service voice portal by expanding its use of NICE CXone journey mapping and analytics. NICE’s tools enabled the company to gain clearer insights into caller journeys, streamline management, and improve response times. This empowered Dominion National to optimize its IVR system handling tens of thousands of monthly calls, ultimately improving self-service outcomes and delivering better experiences for over 900,000 members supported by 80 agents.

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