April 8, 2025
NICE
Maxicare’s implementation of WFM provides seamless customer experience (CX)
November 27, 2024 – NICE (Nasdaq: NICE) has announced that Maxicare, a leading HMO in the Philippines offering medical insurance and healthcare plans, has shown great improvements by fully leveraging NICE Workforce Management (WFM) to empower agents and provide exceptional CX. Working with several business process outsourcing (BPO) partners, each with its own workforce management processes, Maxicare sought a solution that would remove the silos from disparate systems and bring more structure to contact centre operations. This approach enables Maxicare to deliver a more seamless patient experience and higher quality care.
Maxicare maximised the usage of WFM across all its BPO partners by restructuring business processes, governance, and change management best practices. With access to data-driven insights on interactions, Maxicare has found a great improvement in average handle time, a decrease in response time, and a reduction in the number of abandoned calls. Forecast accuracy improved by ten per cent, reducing overscheduling and costs, and agents now have more insight and access into schedules. With NICE, Maxicare has achieved 90 per cent customer satisfaction and looks to improve this further with NICE’s digital innovation.
Charisse Dela Rosa-Leonardo, senior manager contact centre, Maxicare, said, “We wanted to maximise usage of WFM, improve forecasting, fully utilise scheduling module from manual scheduling to automated, and monitor real-time agent activities. Change management was a key driver in user adoption.”
Darren Rushworth, president, NICE International, said, “With NICE’s expertise to streamline operations, Maxicare responded to changing business needs while providing seamless service to patients. Having a holistic view of CX operations with NICE allows Maxicare to ensure its BPO partners achieve their maximum levels of performance. Enhancing workforce management directly benefits patient experiences and drives positive business outcomes, creating a win-win for all.”
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organisations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact centre – and beyond. Over 25,000 organisations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction. www.nice.com
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