Case Study: Alterra Mountain Company achieves stronger CX performance with NICE Systems CXone Supervisor

Carving the Path to CX Excellence with CXone Supervisor

Alterra Mountain Company, the recreation and hospitality company behind Ikon Pass and 14 remote and hybrid contact centers, faced extreme seasonal spikes in customer demand that could reach 220% over normal levels. With multichannel support across call, email, chat, and social media, the team needed help maintaining SLA goals, staffing for surges, and improving coaching and reskilling. NICE Systems’ CXone Supervisor, along with CXone Dashboard and CXone Reporting, was selected to provide better visibility and control.

NICE Systems implemented CXone Supervisor to centralize interaction data, deliver real-time monitoring, and give supervisors customizable dashboards and actionable reporting. The results were strong: Alterra maintained SLA goals even during major call-volume increases, coaching instances rose 30%, and agent reskilling efficiency doubled. NICE Systems also helped create a more data-driven contact center culture, giving supervisors faster, more targeted ways to support agents and respond to customer issues.

Alterra Mountain Company

David Harrison

Contact Center Analyst