Case Study: Transcom achieves centralized omnichannel analytics and reduced IT costs with NICE Systems (Nexidia Analytics)

Cloud-based Analytics Provide Both Centralization and Specialization

Transcom Worldwide is a global customer experience specialist and BPO, operating with 29,000 employees across 50 contact centers and work‑at‑home agents in 21 countries and 33 languages. With a widely dispersed, inefficient technology estate and many disparate systems, the company needed consistent global performance metrics, better customer service insights, and reduced IT costs.

Transcom piloted NICE Nexidia Analytics and Quality Central—a cloud‑based, omnichannel speech and text analytics solution—using a single administration tool and customized scorecards, with rapid adoption supported by training for its Business Improvement team and team managers. The pilot yielded improved coaching and quality, increased revenue, reduced average handle time, better compliance, and lower technology infrastructure and support costs, driving executive buy‑in and plans for broader deployment.

Transcom

Andras Bacsa

Global IT Director - Contact Center Applications