www.NICEinContact.com About The nearly 400 contact center agents at a south Florida university-based medical system schedule appointments, page physicians, handle patient and customer service issues and initiate patient outreach. The contact center utilizes multiple channels, including phone and email, to com- municate with patients. SMS text is used to confirm patients’ appointments and to send notifications, including COVID-19-specific instructions for appointments. During the COVID-19 pandemic, incoming call volume dropped as patient ap- pointments were canceled, but outgoing interactions increased by a factor of 10 as campaigns were launched to stay in touch with patients and reschedule appointments. The Challenge Before implementing NICE CXone, the organization used an on-premise

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