Case Study: Asurion achieves 40% faster automation development and rapid RPA adoption with NICE Systems

Asurion - Customer Case Study

Asurion, a global business process outsourcer supporting more than 300 million consumers with 17,000 employees (including ~9,000 contact center agents handling 20 million interactions annually), needed to scale automation and rapidly adapt to a complex mix of custom internal and external systems. The company faced constant demand for new functionality as service technology and customer expectations evolved, creating a need for greater process efficiency, productivity, and faster, higher-quality automation development.

Asurion upgraded and re‑architected its NICE RPA platform (cloud-deployed and HA-ready), added Desktop Analytics, and engaged NICE Value Realization Services to establish a Community of Excellence with governance, training, and best practices. The initiative cut automation development time by 40%, improved automation quality and adoption, established self-sufficient governance, and delivered measurable gains in productivity, average handle time, compliance, and customer experience.

Asurion

Kate Drea

Director of Contact Center Technology