Case Study: AAA Central Penn reduces hold times and boosts agent efficiency with NICE Systems (CXone)

AAA Central Penn Evolves into an Omnichannel Contact Center with CXone

AAA Central Penn is a nonprofit member organization providing roadside assistance, travel reservations and other services to members in Central Pennsylvania. Their 50-agent contact center handles 500–700 interactions daily but struggled with an aging on-premises system that caused technical issues and poor member experience; they needed a cloud-based, scalable solution to handle seasonal call spikes and multiple digital channels.

They implemented NICE CXone (Omnichannel Routing, Open Cloud Foundation and Performance Management) to unify voice and digital channels, enable remote login via browser, and give supervisors real-time KPI dashboards. The result was reduced hold times, higher agent efficiency and multi-skill “Super Agents,” increased sales conversions and travel bookings, and improved agent motivation through gamification.

AAA Central Penn

Donna Zeigler

Contact Center Manager