Case Study: Alliance Data achieves deeper customer insight, higher revenue per caller and improved first‑call resolution with NICE Systems' Voice of the Customer and Interaction Analytics

Alliance Data - Customer Case Study

Alliance Data’s card services business provides branded credit programs for major retailers and fields tens of millions of inbound calls each year (49M total, 22M handled by 3,700 agents). To move beyond call recording and gain timely, actionable understanding of customer journeys, Alliance Data needed a cost-effective, automated way to capture voice-of-customer insights, surface pain points, and collaborate with brand partners to improve relationships and revenue.

Alliance Data deployed NICE Interaction Analytics, Voice of the Customer, Interaction Management and Workforce Management, adding post-call email surveys (about 30,000/month) and dedicated evaluator and listening teams to combine voice, survey and transactional data. The insights led to recommended actions, policy and process changes with brand partners, and measurable gains — higher first-call resolution, increased revenue per caller, improved customer satisfaction and stronger customer loyalty.

Alliance Data

Dan Zabloudil

Director of Enterprise Tools & Reporting