Case Study: Appriss Inc. achieves higher service levels and improved agent engagement with NICE Systems

Appriss Delivers on its Mission to ‘Do a Lot of Good’ with NICE CXone

Appriss, a data analytics company founded in 1994 and creator of the VINE victim-notification system, supports justice, healthcare and retail customers and handles about 33,000 calls a month with roughly 55 mostly remote agents. Its legacy in‑house tools and Excel-based scorecards offered poor visibility into fluctuating call volumes and made it difficult to enforce schedule adherence or give agents timely performance feedback.

By deploying NICE CXone (Workforce Management, inView Performance Management and omnichannel routing), Appriss automated forecasting and scheduling and gave agents near‑real‑time performance feedback and gamified incentives. The result: higher service levels with fewer agents (98% service even during higher volume with two fewer staff), increased schedule adherence and operational efficiency, improved agent engagement, and elimination of manual scorecard work.

Appriss Inc.

Luke Wilson

Workforce Manager