Case Study: Financial Services Company achieves 90% call containment, 40% faster handling and tenfold growth with NICE Systems (CXone)

CXone helps boost financial services company growth

A financial services company that helps employers pay employees with debit pay cards (no bank account required) was operating a 50‑agent contact center handling tens of thousands of calls monthly, with peaks on payday. Its on‑premises Mitel PBX was frequently overwhelmed, causing nearly 50% abandonment, no skills- or language-based routing (leaving ~10% of Spanish callers underserved), no self‑service IVR, costly transfers to bank partners, and a time‑consuming PCI compliance process.

The company moved to NICE inContact CXone for its PCI‑validated cloud platform, deploying omnichannel/skills‑based routing, IVR self‑service, APIs and reporting. The outcome: 90% call containment via self‑service, a 40% reduction in handle time, lower abandonment and telecom fees, simplified PCI attestation, significantly improved customer experience, and the ability to grow volume roughly tenfold without adding agents.