Case Study: Clearlink achieves scalable cloud contact centers, reduced AHT and higher agent productivity with NICE Systems (CXone & Analytics)

Clearlink wanted to refresh the agent experience without compromising on its mission

Clearlink is a Draper, UT–based technology company that specializes in customer acquisition across TV, phone, internet, home security and medical insurance, supporting around 500 agents. Facing seasonal and long-term demand swings, Clearlink needed greater contact center scalability, modern routing and API integration; however, its agent-facing experience was aging and required a refresh without disrupting operations.

Partnering with NICE, Clearlink migrated to cloud-based CXone, streamlining workflows and automation to cut repetitive tasks, lower average handle time, and boost agent utilization and call throughput. The deployment added real-time KPI monitoring, video chat and improved recording/compliance (with custom in-house storage to reduce costs), and Clearlink plans to add NICE NLP to further enhance the agent UserHub.

Clearlink

Jason Webster

Director of IT Telephony