A marketing services company was using a Five9 system that had frequent outages. Reporting and IVR system changes required the help of Five9 consultants, which resulted in lengthy delays and additional costs.
With CXone, outages are now resolved and reporting and IVR system changes can now be completed quickly in-house. The time needed to set up new clients fell by 83%, which increased new client acquisitions and revenue. The company is also saving up to $3,000 per month, because it no longer needs to hire outside consultants to make system changes.
With CXone, HireRight improves performance, agent satisfaction & CX
Agents were frustrated and handle times were long because HireRight had to rely on different contact center systems that were not integrated. But with the move to the unified CXone cloud CX platform, there’s full integration with the company’s Salesforce CRM and everything has improved, from agent productivity and satisfaction to performance metrics, including handle time, down 30 seconds!
Keeping pace with constant change
Learn how Wine Country Baskets manages fluctuating call volume and chaotic scheduling with NICE CXone.
With CXone, Coast Capital continues expansion against all odds
Had Coast Capital stayed with its old on-premises contact centre system, the emerging coronavirus pandemic would have derailed its plans to expand throughout Canada. But having moved to the CXone unified cloud platform, the credit union not only continued its expansion but also transitioned agents to working from home, enabling its Advice Centre to field increasingly high call volumes and improve efficiency and productivity.