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Pfizer Improves Agent Experience Through a Consolidated IVR

Pfizer Improves Agent Experience Through a Consolidated IVR

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Pfizer improved its agent experience and operational efficiency by consolidating its Interactive Voice Response (IVR) systems into a single platform using NICE CXone. This consolidation streamlined contact center operations across three locations, enabling more consistent, efficient customer interactions. NICE CXone empowered Pfizer’s customer service agents to better support payers, providers, and channel customers, reinforcing safe, affordable access to medicines and advancing Pfizer’s vision to be the industry leader through high-quality service and partnership.

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