Case Study: Asurion achieves 25% higher upsells and 50% faster order handling with NICE Systems' real-time contact-center solutions

Asurion - Customer Case Study

Asurion, a global technology protection provider serving 280 million consumers with 16,000 employees, faced rising costs and operational strain from complex technical support interactions. Agents handling diverse devices and platforms spent excessive time on troubleshooting and repetitive administrative tasks, often missing upsell opportunities; Asurion’s priorities were to reduce handle time, improve on-screen navigation and reporting, and create more targeted up-sell/cross-sell chances.

Asurion implemented NICE Real‑Time Process Optimization, Activity Monitoring, Workforce and Performance Management to guide agents and automate routine work. Real‑time offer pop-ups raised offer rates by 25% and helped guided agents sell 80% more; automation consolidated multi-email processes into a one‑click flow, cut a specific order type’s handle time by 50% (220s to 110s), and drove a 14‑second reduction in average handle time overall, plus a half‑FTE reduction in benefit administration.

Asurion

Aaron Feinberg

Senior Director of Care