2025 Awards

Level 2 Project: NICE CXone Implementation

Awarded to: State of Michigan, Client Service Center-DTMB

In the summer of 2024, a significant transformation took place at the DTMB Client Service Center. The team embarked on a journey to replace their aging Cisco Finesse phone system with the cutting-edge NICE CXone. Before this change, the agents and management were grappling with outdated technology that hampered their reporting capabilities, slowed down workflows, and made it difficult to support their clients effectively. After the launch, the results spoke for themselves. Our agents recognized the benefits almost immediately. Supervisors were thrilled with the real-time dashboards and advanced analytics, which empowered them to support their teams better and make informed, data-driven decisions. The new system's improved workflows and reporting capabilities led to noticeable gains in productivity and service quality. Two areas we saw major improvements in were Average Speed to Answer (ASA) and Average Handle Time (AHT). Six months prior to the switch the CSC’s ASA was at 1:56 (m:ss), 6 months after the switch the ASA dropped to an astonishing :45 seconds. In the same time period, the AHT was improved by almost 3 minutes. Both of these metrics have helped the CSC improve our customer experience. The Core CXone team emerged as key players in our success. These individuals, who quickly became proficient with the new platform, were eager to help their colleagues get comfortable with the system. They played a vital role in the transition, providing on-the-ground support and sharing their knowledge with others. Feedback loops were established to ensure that everyone’s voice was heard and acted upon. This continuous feedback process allowed us to make real-time adjustments and improvements, further enhancing the effectiveness of the new system. But the benefits didn't stop there. The expanded capabilities of NICE CXone opened up new opportunities for the department to evolve and scale its operations. The integration of a built-in feedback management tool allowed the team to gather and act on real-time insights from every customer interaction. Additionally, the Workforce Management (WFM) module within CXone optimized agent scheduling, further enhancing operational efficiency and boosting staff satisfaction. Perhaps the most exciting aspect of this project was the potential for future growth. The system's modular design meant that new features could be added easily, ensuring the service center remained robust and ready for whatever challenges lay ahead. Today, the NICE CXone system stands as a testament to what can be achieved through collaboration, communication, and a commitment to continuous improvement. It's a story of transformation—not just for the technology, but for the entire team. The journey was challenging, but the rewards were immense, demonstrating the power of resilience and innovation in overcoming obstacles and driving progress.

From the very beginning, collaboration was our guiding principle. We brought together a diverse team: managers, analysts, training specialists, and our vendor partners from NICE and the Michigan Enterprise Contact Center (MiECC). Each member brought unique skills and perspectives to the table, creating a rich tapestry of expertise and insight. Like any project, the CSC faced numerous challenges and obstacles on the path to switching their phone system. Data migration required meticulous planning to avoid losing valuable information. This was no small feat, as we had to ensure that every piece of data was accurately transferred without any disruptions to our ongoing operations. Training sessions had to be comprehensive yet flexible, accommodating both technical team members and those less familiar with new systems. Moments of uncertainty and hesitance were inevitable. Change is always daunting, and there were times when the enormity of the task at hand felt overwhelming. We dealt with obstacles such as system security plans and budget constraints, both of which required extensive documentation and careful planning. Ensuring the new system met all security requirements was critical, and this involved rigorous testing and validation processes. Budget management was another significant challenge, as we had to balance the costs of the new system with the need to maintain our existing operations. Despite these hurdles, our team’s determination turned obstacles into opportunities. When integration issues arose, we brainstormed solutions together, leveraging the collective intelligence of our diverse team. This collaborative approach not only helped us overcome technical challenges but also fostered a sense of unity and shared purpose. When staff expressed concerns, we listened and adapted our approach, ensuring that everyone felt heard and valued. This open communication was crucial in maintaining morale and building trust within the team. Without the support and buy-in of the entire Client Service Center, we would not have achieved the metrics and success with customers that we see today. The transition to NICE CXone was a monumental task, but it was made possible through the dedication and collaboration of our team. Today, our system stands as a testament to what can be achieved when we work together towards a common goal. It’s a story of resilience, innovation, and the power of teamwork.