Case Study: Money Management International achieves better customer experience and smarter self-service with NICE Systems CXone Mpower

Money Management International elevates customer experience with CXone Mpower

Money Management International, one of the largest nonprofit financial counseling organizations in the U.S., needed to replace a 20-year-old fragmented contact center environment with a modern cloud platform. The organization wanted to improve automation, maintain regulatory compliance with geographic routing, and deliver more personalized service at scale, and it chose NICE Systems’ CXone Mpower with Autopilot.

NICE Systems implemented CXone Mpower, including Autopilot, Expert Knowledge Management, Performance Management, and Quality Management, to create conversational self-service, smarter routing, and better manager visibility. The results included a 60% decrease in transfer-in actions, a 13% decrease in transfer-out actions in the two busiest queues, a 42% deflection rate for eCheck payment calls, and a 15% overall payment deflection rate expected to grow beyond 70%. MMI also doubled knowledge base usage, improved clickthrough rates by 15%, saved 10 minutes per agent evaluation, and moved manager dashboard adoption from 0 to 100%.

Money Management International

Amy Lins

Vice President of Client Success