Case Study: Alphanumeric Systems achieves global expansion and cost savings with NICE Systems' CXone

Alphanumeric Systems Captures Global Markets with NICE CXone

Alphanumeric Systems, a global technology and services provider with 400+ agents supporting clients in 35+ countries, faced a major growth challenge when its legacy contact-center platform proved unreliable and unscalable, limiting international expansion and driving up facility costs.

Switching to NICE CXone’s cloud CX platform — including omnichannel routing, workforce and feedback management, and interaction recording — enabled a remote-agent model, reduced brick-and-mortar expenses, and improved resourcing and quality. Results included a 98% customer satisfaction rating, 70% first-contact resolution, a 53% reduction in abandonment, higher agent retention via work‑from‑home, and industry-grade reliability (99.99% uptime).

Alphanumeric Systems

Jay Baucom

Senior Vice President, Global Operations and Chief Information Office