Unisys realized that with a mix of cloud and on-premise contact center technology, it wasn’t optimizing its 16 InteliServe global service desk locations and 4,000 agents. So the company engaged NICE as its partner and with the CXone cloud contact center platform, has unified its locations and agents, raised productivity and reduced costs. It’s even onboarding new clients 50 percent faster and has increased agent productivity by 10 percent.
Contact Center Customizable Solutions Boost Engaging Solutions’ Success (PDF)
As a management consulting firm that provides contact center services to clients in the managed care sector, Engaging Solutions found that working with complicated data from state agencies and clients’ on-premise systems required some out-of-the-box thinking. Collaborating with NICE CXone and another partner, Spice CSM on a customized, automated solution, the company was able to complete a major client project in just 90 days—and achieve additional improvements in productivity and efficiency.
Fueling loyalty with digital
A leading transportation provider is driving customer loyalty with smart digital conversations.
CXone Helps Athens Services Improve Their Contact Center (PDF)
As a booming trash-hauling and recycling company, Athens Services was managing fluctuating call volume, chaotic and frustrating scheduling and staffing, and even the impacts of erratic Southern California weather—but all without modern-day contact center technology and tools. NICE’s IVR and inViewTM Performance Management for CXone made a world of difference. But the real game-changer for sharpening operations and boosting service levels? NICE Workforce Management.