Case Study: Cvent achieves 94.1% customer satisfaction and 70% cost reduction with NICE Systems (CXone)

Cvent Achieves a 94.1% ‘Overall Satisfied’ Rating with CXone

Cvent, a leading web-based event planning platform, runs large global contact centers that handle hundreds of thousands of inbound interactions each year. Their legacy, internally built contact-center system suffered frequent downtime, slow manual reporting, no Salesforce integration and poor routing—issues that increased handle times, ate up manager hours and hurt the customer experience.

Cvent implemented NICE CXone (Omnichannel Routing, Chat, Agent for Salesforce, MAX) to unify systems, enable real-time reporting and integrate with Salesforce. The rollout increased system uptime by 87%, cut manager reporting time by ~86%, reduced costs by 70% with Request‑to‑Call, shortened handle times and improved routing—delivering a 94.1% overall customer satisfaction rating, 71% employee satisfaction and a 27% NPS.

Cvent

Alexis Petrovich

Director Business Management