Case Study: Alliance Data achieves improved customer loyalty and reduced repeat calls with NICE Systems' Interaction Analytics

Alliance Data - Customer Case Study

Alliance Data, a leading North American provider of retail credit, loyalty and marketing solutions, operates large customer care centers handling millions of calls annually. Despite 100% voice recording, the company struggled with a reactive approach and lacked consistent root-cause insight into customer dissatisfaction, repeat calls and call-handle drivers—limiting efforts to improve loyalty and reduce costs.

By implementing NICE Interaction Analytics, Quality Management and Interaction Management—with executive sponsorship and NICEBridge integration—Alliance Data categorized calls and applied speech analytics to link customer-system data to recorded interactions. The initiative produced faster, actionable insights into dissatisfied and repeat callers, enabled targeted coaching and a consistent first-call-resolution definition, and delivered a more nuanced view of AHT and the voice of the customer to drive cost-effective customer experience improvements.

Alliance Data

Lance Beck

Senior Director, Operations