Case Study: Alliance Data achieves major omnichannel customer experience and resolution gains with NICE Systems' Voice of the Customer and Analytics

Alliance Data - Customer Case Study

Alliance Data, a Columbus-based card services business that runs nine customer care centers and handles millions of annual contacts, needed to deliver consistent, convenient omnichannel service across web, mobile, IVR and agent interactions. To better understand customer preferences and fix gaps in the journey, the company sought to capture the voice of the customer across all channels and improve fast issue resolution, customer satisfaction and employee engagement.

Alliance Data expanded its use of NICE solutions—Interaction Analytics, Engage Recording, Voice of the Customer, Workforce and Quality Management—to include online interactions and integrated analysis across digital and human touchpoints. The program drove rapid improvements: IVR containment rose by 340 points, digital-first call resolution improved by 30 points, customer satisfaction increased by 170 points, and staffing forecasts and frontline engagement were strengthened.

Alliance Data

Dan Zabloudil

Director of Enterprise Tools & Reporting