Case Study ON THE NICE SOLUTION ABOUT DOMINION NA TIONAL Dominion National is a leading insurer and administrator of dental and vision benefits. It offers a variety of product types including employer -paid, voluntary, customized and off-the-shelf. The company’s 80 agents service both providers and members. Forty-three agents work out of its two U.S. offices in Arlington, VA, and Allentown, PA. The remainder is employed by a BPO (business process outsourcer) in the Philippines. The agents use phone and email to answer queries about insurance coverage, claims reimbursement and more. In the future, the company plans to add CXone Advanced Chat to help service the 10,000 inquiries it receives each week. Dominion National’s call volumes pick up during insurance open enrollment from O

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