Case Study: Coast Capital Savings achieves rapid remote agent transition and service continuity with NICE Systems (CXone)

CXone Enables Financial Services Companies to Keep Their Businesses Running During COVID-19

Coast Capital, a 593,000‑member Canadian credit union, and ECSI, a long‑standing U.S. student loan servicer, faced a sudden need to move their contact centers to remote work when COVID‑19 struck—while simultaneously handling sharp spikes in call and chat volumes and, in ECSI’s case, a critical softphone outage. Both organizations needed fast, reliable continuity to keep serving members and borrowers under heightened demand and regulatory constraints.

Using the cloud‑native NICE CXone platform, both companies rapidly shifted hundreds of advisors and agents to home workstations (Coast Capital: 200 advisors; ECSI: 140 agents in two days), scaled staffing to meet a 158% call volume surge, and deployed voice‑as‑a‑service to restore call quality. The solution lowered Coast Capital’s absenteeism to under 2%, boosted agent productivity and engagement, and (with earlier CXone improvements at ECSI) delivered major chat efficiencies—58% faster average chat time and an 86% reduction in chat abandon rates.

Coast Capital Savings

Chad Vestergaard

Vice President