Case Study: Basic Research achieves a streamlined contact center and 78% faster agent training with NICE Systems' CXone

Basic Research Improves CRM, Customer Experience with NICE inContact

Basic Research, a multimillion-dollar dietary supplement and cosmetics distributor serving 45,000 retail outlets and direct consumers, relied on a 35‑agent contact center plus three BPOs to support growing B2C sales. Its legacy on‑premises contact center and multiple disconnected systems couldn’t manage 2,500 campaign toll‑free numbers, track calls “cradle to grave,” or route overflow intelligently—resulting in poor visibility, high abandons and lengthy new‑agent onboarding.

The company moved to NICE inContact CXone and built a custom integration with Microsoft Dynamics 365 to enable omnichannel routing, API‑driven BPO coordination, and the MAX agent interface. The cloud solution consolidated eight systems into two, removed 12 servers, reduced new agent training time by 78%, and gave agents a single view for email, chat and calls—boosting performance, reporting visibility and the quality of customer interactions.

Basic Research

Scott Snell

IT Development Manager