Case Study: Coastal Waste & Recycling achieves faster, fully orchestrated contact center operations with NiCE CXone

Coastal Waste & Recycling cuts new account setup time by 40–50% with NICE Systems

Coastal Waste & Recycling, a fast-growing Southeastern waste management company, faced a fragmented contact center with static routing, manual processes, and agents struggling to access critical knowledge. Their challenge was to scale operations to absorb major new business without proportional workforce growth. Partnering with NICE Systems and using the NICE CXone platform, they sought to automate workflows and provide agents with real-time contextual guidance.

NICE implemented a solution built on CXone Studio and APIs to enable dynamic skill orchestration, integrate with systems like ArcGIS and Power Apps, and deliver contextual knowledge directly to the agent workspace. This allowed Coastal to automate key processes and absorb a new contract for 90,000 homes without adding a single permanent hire, saving an estimated $125,000 annually. The solution also reduced new account setup handle time by 40-50%, demonstrating NICE's role in driving significant operational and financial improvements.

Coastal Waste & Recycling