Case Study ON THE NICE SOLUTION ABOUT THE STATE OF MICHIGAN DHHS Although the state of Michigan maintains 14 different contact centers, the agency that manages public assistance, Integrated Service Delivery (ISD) in the Department of Health and Human Services (DHHS), had no consoli- dated contact center. Approximately 5,000 caseworkers located all over the state were collectively handling around one million calls annually. Each worker interacted with assigned residents by phone or in person to help them apply for and receive benefits. It was a slow and frustrating system for constituents and staff alike, with lots of missed calls, voice mail messages and interrupted workflows. As part of a total revamp of its operations, ISD worked with NICE CXone to develop a “virtual” contact

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