Case Study: University of Phoenix achieves 67% faster coaching and major efficiency gains with NICE Systems

Boosting Operational Efficiency and Coaching Effectiveness

University of Phoenix’s contact centers support students, faculty and prospects across three call types—outbound qualification, inbound technical support and customer service—with 550 agents handling millions of interactions annually. The centers recorded only about 30% of calls, relied on manual, spreadsheet-driven QA processes, and delivered feedback infrequently, leading to slow identification of knowledge gaps, low VoC response rates and inefficiencies that hurt coaching and student experience.

By implementing NICE Interaction Management and Analytics-based Quality Optimization, the university automated recording, analytics and agent-facing views so staff can access calls and feedback in real time. Coaching package completion time fell 67%, QA evaluation search time dropped by one minute (≈60 hours/month), supervisors reclaimed roughly 100 hours/week across 20 coaches, QA manager time saved 10 hours/week, and overall quality-management productivity improved ~50%, resulting in more targeted coaching, faster issue resolution and measurable gains in student experience and VoC insights.

University of Phoenix