Real-World Case Studies and Customer Success Stories with NICE Voice of the Customer

CXone helped US Bank improve customer service automation. The platform enabled better orchestration of human and AI agents. US Bank... used AI-driven insights to enhance customer experience. The solution provided real-time and historical reporting. US Bank benefited from cloud-native architecture and secure compliance. The platform supported seamless integration with business systems.
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Enlighten Autosummary helped Maps Credit Union improve agent experience. The solution automated interaction summaries for customer service. This reduced manual... work for agents. Agents spent less time on after-call tasks. The process became faster and more accurate. Maps Credit Union saw better efficiency in their contact center.
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ECSI used NiCE Enlighten Autopilot to improve efficiency in financial services for higher education. The platform helped ECSI engage with... customers who wanted self-service. This led to a better live agent contact experience. ECSI aimed to boost service standards and streamline operations. The testimonial highlights improved customer engagement and efficiency.
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NICE CXone helped Maps Credit Union modernize its contact center. The credit union replaced old systems with CXone, NICE Interaction... Recording, and other NICE tools. This improved call handling, reduced average handle time by 35 seconds, and cut after call work by up to 94%. Over 2,500 calls each month moved from voice to chat, and 4,000+ calls are now resolved through self-service. The new system made agents more efficient and improved member satisfaction.
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NICE Workforce Management and NICE Value Realisation Services helped a full-service bank in the UK & Ireland improve their workforce management system. The bank needed... to clean up their WFM system and use more features for digital transformation. NICE provided consultancy and customized training, focusing on better entity design and best practices. The bank achieved 75% faster forecasting and reduced call types by 69%. Productivity increased, and the team saved several hours each day.
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NiCE CXone helped Maps Credit Union modernize its contact center. The old system was outdated and hard to update. With... NiCE CXone, Maps Credit Union improved call authentication, agent dashboards, and self-service options. Staff quickly saw value in faster call handling and better member service. The new system deflected thousands of calls per month to self-service. Feedback Management linked surveys to agent interactions, leading to real operational changes.
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NiCE helped KeyBank reengineer its quality program. KeyBank is a large regional financial institution in the United States. The bank... wanted to improve its customer experience and service quality. NiCE provided a solution to support these goals. KeyBank has about $146.7 billion in assets and nearly 17,000 employees.
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NiCE Workforce Management (WFM) helped a financial services company upgrade their legacy system. The company wanted to clean up their... WFM data and improve system design for digital transformation. NiCE Value Realisation Services (VRS) provided consultancy and customized training. The solution improved system speed, boosted team confidence, and made staff more efficient. The company reduced forecasting time by 75% and saved hours each day.
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CXone helped Yapi Kredi improve customer experience in banking. The platform automated service and made work faster. Yapi Kredi used... AI to get better insights and save costs. The solution made customer service more efficient. Yapi Kredi saw better results with cloud-based contact center technology.
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NiCE Workforce Management helped UCCU improve service center efficiency. UCCU used the platform to manage workforce operations. The solution made... scheduling and forecasting easier. UCCU saw better productivity and smoother service center operations. The banking industry benefits from workforce management tools like NiCE.
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NiCE Employee Engagement Manager and Value Realization Services helped TD Bank automate scheduling and boost productivity in its contact center. The bank introduced... self-service scheduling, shift swaps, and voluntary time off, giving agents more flexibility. Over 480,000 VTO hours were used, with a 45% adoption rate. TD Bank saved millions yearly, reduced customer wait times by 88 million minutes, and increased calls handled by 11%. Customer satisfaction exceeded targets by 4.5% and the new system improved recruitment and agent engagement.
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Banco PAN used NICE CXone to improve its customer journey. The bank wanted to make customer service better and faster.... NICE CXone helped Banco PAN automate service and connect human and AI agents. The result was a smoother experience for customers. The bank saw better customer satisfaction with the new system.
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CXone helped Severn Trent Water improve customer service. The company used the platform to automate service and support. This led... to better customer experiences. Severn Trent Water saw more efficient operations. The solution made it easier for agents to help customers. The company now delivers faster and smarter support.
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NiCE Workforce Management helped Utility Warehouse improve agent scheduling and forecasting. Before, manual processes and old tools caused errors and... wasted time. NiCE IEX Workforce Management integrated with Genesys and HR systems, letting agents swap schedules and request holidays. After launch, forecast accuracy improved by 11%. Employee satisfaction and retention increased. The company now handles growth and customer needs more efficiently.
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CXone Mpower helped e-regio modernize its service operations. The company replaced manual processes with a digital-first platform. Agent performance, service... levels, and cost control improved. e-regio now manages schedules and workflows more easily. The company is ready to expand AI use with a new customer portal. CXone Mpower gives e-regio better control and transparency in customer service.
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CXone helped Beacon Health Options improve customer service operations. The company used the platform to automate service and enhance agent... performance. CXone provided AI-driven insights and cloud-based contact center tools. Beacon Health Options saw better customer experiences and more efficient workflows. The solution supported their goal to deliver quality care and support.
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CXone helped Maxicare improve customer experience with AI-powered automation. Maxicare used the platform to automate service and support. The solution... enabled faster response times and better customer satisfaction. Maxicare benefited from cloud-native architecture and real-time insights. The platform supported seamless integration with business systems.
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NICE Employee Engagement Manager helped CVS Caremark increase agent retention and improve workforce alignment. The solution enabled better employee engagement... and streamlined workforce management. CVS Caremark saw improved operational efficiency in their contact center. The platform supported large-scale workforce needs in the health and wellness industry. Employee satisfaction and retention rates increased after implementation.
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Carnival UK used NiCE CXone to modernize its contact center. The company wanted to improve guest experience, increase revenue, and... handle more guests after adding new ships. NiCE CXone provided omnichannel routing, automation, and better reporting. The solution helped agents work smarter and improved guest service. Carnival UK advanced its AI roadmap faster than expected with NiCE CXone.
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NiCE CXone platform helped Hyatt replace a fragmented knowledge system. Hyatt migrated hundreds of legacy articles and launched Expert and... Copilot for over 250 agents. Agents now find answers faster with AI-enhanced search and tagging. First contact resolution and service consistency are improving. Change management became a success model, driving global expansion and higher agent confidence.
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CXone Supervisor helped Moms Meals improve customer experience. The company used the platform to manage and support their contact center.... This led to better service and more efficient operations. Moms Meals saw improvements in agent performance and customer satisfaction. The solution made it easier to handle customer needs quickly.
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Nespresso used NICE Interaction Analytics to improve customer experience worldwide. The platform helped Nespresso analyze customer interactions and find areas... for improvement. Nespresso achieved better customer satisfaction and operational efficiency. The solution provided actionable insights for their contact center. Nespresso saw global improvements in customer experience.
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CXone helped San Diego County increase customer satisfaction by 445%. The county used the platform to automate service and improve... customer experience. CXone provided AI-driven insights and automation. The solution enabled better reporting and operational efficiency. San Diego County saw a major boost in satisfaction with this cloud-based contact center software.
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NiCE CXone Mpower helped the County of San Diego improve emergency response and customer service. After a major flood, the... county used CXone Mpower to quickly set up new IVR prompts and queues for disaster relief. The platform enabled remote work, real-time reporting, and SMS reminders for callbacks. In three weeks, the county handled over 10,000 calls and processed 6,000 aid applications, distributing $5.7 million. Missed callbacks dropped by 40%, abandonment rates fell 10%, and wait times went from two minutes to almost zero.
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NICE CXone helped Customer Direct improve customer experience and agent retention. The platform provided AI-powered automation and cloud contact center... solutions. Customer Direct used CXone to streamline service and boost agent engagement. The result was better customer satisfaction and higher agent retention. NICE CXone enabled smarter workflows and more efficient operations.
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CXone Mpower helped Nex-Tech Wireless improve customer experience and efficiency. The company added omnichannel support, including live chat, SMS, and... chatbot features. Supervisors gained better visibility into agent performance and schedule compliance. Quality management tools highlighted areas for improvement. Nex-Tech Wireless now meets its average hold time targets and manages agent breaks to keep service levels high.
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Kaiser Permanente used NICE Enlighten AI to improve pharmacy customer and staff experiences. The solution automated service and provided AI-driven... insights. Staff and customers reported a brighter, more efficient pharmacy experience. The platform helped streamline operations in the healthcare sector. NICE Enlighten AI supported better customer satisfaction and operational efficiency.
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General Motors moved from on-premise to the cloud using CXone Mpower. The company wanted to improve customer experience and connect... people better. CXone Mpower helped General Motors scale globally and use AI for customer service. The solution enabled automation and better reporting for their contact center. General Motors now delivers smarter customer experiences with cloud-based tools.
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CXone helped ArrowXL fix problems with old, separate systems. ArrowXL used CXone to bring all contact center work into one... place. Agents now save time and work faster. ArrowXL saw a 10% drop in labor costs and agents handle two more contacts per hour. Better reporting lets managers and agents see how they are doing. Coaching and first-contact resolution improved. ArrowXL plans to use more AI features in the future.
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Vera Bradley used NICE to improve customer and employee relationships. The company wanted to make customer service better and help... employees work together. NICE provided a platform that made it easier for teams to connect and serve shoppers. As a result, Vera Bradley saw stronger ties with both customers and staff. This helped the retail brand deliver better experiences in stores and online.
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CXone helped Torrens University deliver smooth student experiences. The university used the platform to keep students engaged. CXone automated service... and improved student support. The solution made it easier for students to get help. Torrens University saw better engagement and satisfaction. The platform supported their goal to provide frictionless experiences.
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CXone helped The Results Companies improve customer experience operations. The platform enabled automation and better agent performance. The Results Companies... used AI-driven insights to optimize workflows. They saw enhanced efficiency in their contact center. The solution supported scalable, cloud-based customer service.
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CXone helped AeC improve customer service automation. AeC used the platform to orchestrate human and AI agents. The solution enabled... better customer experiences and operational efficiency. The case highlights the benefits of AI-driven insights and automation for business process outsourcing.
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CHCP used NICE Quality Management to improve their contact center operations. They wanted to evaluate all customer interactions and deliver... better coaching to agents. The solution helped them review 100% of interactions with AI. This led to more effective agent training and better customer service. CHCP saw improvements in quality management and employee performance.
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CXone helped IAG Loyalty (Avios) move their contact center to the cloud. Agents became happier after the transition. The cloud... platform improved customer experience and agent satisfaction. IAG Loyalty benefited from scalable, AI-powered customer service automation. The solution enabled better operational efficiency and employee engagement.
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CXone helped Inspiro improve customer experience with AI-powered automation. Inspiro used the platform to automate service and augment agent work.... The solution enabled better customer service and faster response times. Inspiro benefited from cloud-native architecture and real-time insights. The platform supported seamless integration with business systems.
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