Case Study: Western Union achieves global uniformity and enhanced customer experience with NICE Systems

Achieving Global Uniformity And Enhancing The Customer Experience

Western Union’s global contact center operation — spanning 24 sites in 15 countries and handling 50 million calls a year — faced fragmented, aging systems that undermined consistency, performance and cost control. The company needed a modern, uniform platform to standardize processes and improve the customer experience across diverse markets.

WU selected NICE solutions (Interaction Management, Interaction Analytics, IEX Workforce Management and Performance Management), centralized its data, expanded platforms to support thousands of CSRs and rolled out tailored one‑on‑one training. Early results include a 3% drop in average handle time, 100% call recording (up from ~50%), wider deployment to 3,500 CSRs, stronger management confidence, clearer visibility into inefficiencies, ongoing SOP development and reduced repeat calls — all while staying within budget.

Western Union

Steve Sigman

Vice President of Global Operations, Western Union