Case Study ON THE NICE SOLUTION ABOUT MITCHELL When it comes to servicing claims for Property & Casualty and Workers Compensation, Mitchell’s 400 customer service agents help insurance payers and their networks and partners navigate the claims management process. However, the company’s on-premises Avaya PBX was impeding growth and stifling customer satisfaction due to its inflexibility and high maintenance cost. By switching to the NICE CXone, expenses fell 64%, and service levels met daily goals. THE CHALLENGE NICE CXone and the cloud support Mitchell’s rapid growth Pauline Mulvey, Vice President of Enterprise Business Technology, explains: “Because of our business growth, we needed redundancy for our old Avaya PBX, but it was going to be a huge expense to upgrade. We decided to

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