Alzheimer’s Society Contact Center Transformation Case Study

This case study details the collaboration between Alzheimer’s Society and NiCE partner FourNet to implement the CXone Mpower contact center solution. The document outlines the challenges faced by Alzheimer’s Society, which included an inflexible previous contact center vendor that did not meet the needs of its fundraising and dementia support teams. The study describes how the new solution was designed with input from individuals with lived experience of dementia, focusing on creating a dementia-friendly service environment. It highlights the significant improvements achieved, such as increased user acceptance, the ability to handle higher call volumes, and enhanced service delivery without compromising quality. The case study also emphasizes the importance of integrating workforce management capabilities and CRM systems to streamline operations and improve donor engagement. Future implications for the Society's growth and service delivery are discussed, indicating a commitment to adapt and expand in response to the increasing demand for dementia support services.