Case Study: Coast Capital Savings achieves rapid work-from-home transition, 12% reduced handle time and greater reliability with NICE Systems' CXone

CXone Enables Coast Capital National Expansion During COVID-19

Coast Capital is a member‑owned credit union based in British Columbia that expanded nationally and serves over 593,000 members. Its Advice Centre had outgrown an on‑premises contact center—frequent outages, limited reporting and a 158% COVID‑driven spike in calls made it difficult to scale, maintain service and quickly shift advisors to remote work.

Coast Capital moved to the NICE CXone cloud suite (omnichannel routing, workforce and quality management, inView analytics and CXone@home), enabling rapid redistribution and remote onboarding: 150 advisors transitioned to home in eight business days and 50 more were trained remotely. The change cut handle time by 12%, reduced absenteeism to under 2%, improved reliability, advisor productivity and customer experience, and delivered a positive financial return.

Coast Capital Savings

Chad Vestergaard

Vice President