NICE Voice of the Customer: Use-Cases, Insights and Reviews | 2026 Cuspera

Merlin Entertainments is leveraging NiCE's CX AI platform, CXone, to enhance guest experiences across its global attractions, including LEGOLAND Resorts and Madame Tussauds. This integration has impr...oved customer satisfaction and operational efficiency, with significant gains in issue resolution and guest loyalty. NiCE CXone automates interactions and provides real-time guidance, enabling Merlin to deliver personalized, seamless service.
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Nice Healthcare launched the Nice Plan, a new health plan integrating in-home and virtual primary care with Garner Health's data-driven care navigation. This plan aims to reduce employer healthcare c...osts by minimizing insurance claims, offering significant savings per employee. The plan is available in 15 states, providing a cost-effective alternative to traditional health insurance models.
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Bluecrest, a UK health intelligence company, has transformed its contact center using NiCE's CXone platform, achieving a 94% call answer rate. The AI-powered solution enhances patient access and oper...ational efficiency by embedding AI across workflows, automating tasks, and providing real-time insights. This transformation enables Bluecrest to deliver improved customer outcomes and operational resilience.
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TELUS used NiCE Performance Management and NiCE IEX Workforce Management to centralize reporting and improve contact center operations. The company saved about $650,000 per year by retiring standalon...e reporting systems and reducing time spent on agent performance data collection. Senior management gained better visibility into operational results. Agent performance KPIs improved by 6–14 percent. Managers used a systematic coaching framework to help agents improve customer service.
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Sony Electronics Inc. used NiCE solutions to improve its contact center operations. They faced challenges with complex workflows, slow feedback, and high costs. By implementing CXone, Interaction Ana...lytics, and Enlighten Autopilot, they automated 40% of customer inquiries and improved self-service. The feedback response rate increased by over 40%. Customer satisfaction scores reached record highs across all channels. The company now routes calls more efficiently and gains real-time insights from customer interactions.
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Menicon used NiCE CXone to upgrade its contact center. The company moved from an on-premise PBX to a cloud-based, AI-enabled system. This change reduced manual work and made customer service more sta...ble. The new system lets Menicon add chatbots and improve self-service for users. Reports and analytics help the team track and improve customer satisfaction. Menicon can now respond quickly to changes and keep service running during emergencies.
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