With NICE inContact, MoneyGram Makes the World Go Round

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With 6500 agents handling calls in 22 languages (IVR supports 50!) from 13 contact center locations, MoneyGram is a trusted resource for millions around the globe who need to transfer money. Customers count on MoneyGram to be efficient, responsive, fast and accurate. Until a couple of years, though, the company’s contact centers were fragmented, operating on different platforms, with uneven quality management. But with NICE inContact as its partner, MoneyGram moved to the CXone cloud customer experience platform and has deployed a number of CXone products, from workforce management to post-call surveys. The advantages have added up quickly. For example: Thirty different IVR applications have been consolidated into three, vastly improving the experience for agents and customers. And improved efficiency has reduced average handle time (AHT) by 30%, which has also reduced costs.