Case Study: Expivia Interaction Marketing Group, Inc achieves 22% improved customer sentiment and scales to 500+ agents with NICE Systems' CXone

CXone Enables Expivia to Compete Head-to-Head With Large BPOs

Expivia Interaction Marketing Group is a U.S.-based BPO and omnichannel contact center (500+ agents handling up to 30,000 contacts daily) that needed a flexible, cost‑effective platform to grow quickly, integrate phone/email/chat, minimize IT overhead, and compete with larger and offshore providers.

Expivia adopted NICE CXone (omnichannel routing, Interaction Analytics, Agent for Salesforce, APIs), enabling rapid scaling, tighter channel consolidation and CRM integrations. Results included scaling from 4 to 500+ agents, a 22% improvement in customer sentiment, reduced client staffing (e.g., 27→15 agents), better agent engagement and utilization, lower IT costs, and faster time-to-market with 99.99% uptime.

Expivia Interaction Marketing Group, Inc

Tom Laird

Chief Executive Officer