Case Study: NICE Systems achieves 60% improved forecast accuracy with C9

Using Better Visibility to Make Better Decisions

inContact, a provider of an on-demand contact center platform used by roughly 600 contact centers worldwide, faced limitations with Salesforce reporting that kept them from seeing pipeline trends over time, understanding “What’s Changed” at a deal level, and producing unified reports across custom objects—hindering timely, data-driven decisions and accurate forecasting.

C9 deployed Active Pipeline Reports, custom reports built with C9 Report Builder and Dashboard Administrator, and an Active Pipeline Watch List for key deals. The solution delivered a clear visual “What’s Changed” view, automated consistent reporting across roles (one version of the truth), improved forecast accuracy by more than 60%, and cut reporting effort by the equivalent of one full-time analyst.

NICE Systems

Scott Roose

Director of Business Analytics, inContact