Case Study: Bose achieves 34% higher customer satisfaction and streamlined global contact centers with NICE Systems' CXone

Bose Dials In to Superior Customer Experience

Bose, the consumer-audio company founded in 1964, faced a fragmented global contact-center environment built on multiple legacy systems and managed across different BPOs. That complexity created siloed knowledge, limited real-time visibility, reactive customer service, slow triage, and higher costs—undermining efforts to modernize the brand’s customer experience.

Bose consolidated onto the NICE CXone cloud platform to centralize routing, workforce management, quality and interaction analytics, and customer feedback. A 60-day rollout to three centers (≈400 agents) sped into a broader deployment that hit 80% of markets six months early, delivering a 34% year-over-year increase in customer satisfaction, a 23% drop in contact volume, doubled service-related holiday revenue, a 27% smaller agent pool, and millions of dollars in projected five-year savings while enabling faster, proactive issue resolution.

Bose

Ryan Stanard

Global Director of Customer Enablement and Engagement