NICE inContact CXone Helps Landaur Drive 100% Integration Across All Media Channels

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Overview

With over 4.8 million account transactions annually, Landauer, the industry leader in radiation technology, struggled with managing multiple tools in their contact center. Their old contact center system lacked integration which caused poor response times, high order entry errors, and agent and client frustration. With NICE inContact, Landauer improved the customer experience, reduced attrition, and improved agents’ workload balance. They also reduced credits by 34%, order entry errors by 73%, and made gains in Voice of the Customer scores for email and phone.