Case Study: LanguageLoop achieves streamlined contact‑center operations and automated self‑service with NICE Systems' CXone

CXone Translates Efficiency into Customer Experience Excellence for LanguageLoop

LanguageLoop, Australia’s leading language service provider with more than 40 years’ experience and a network of over 3,000 interpreters covering 190+ languages, needed to modernize its contact center. With 15 agents handling a large share of the more than 500,000 annual interactions, the company faced limits in call‑volume handling, lacked flexible IVR self‑service, and wanted a cloud solution to improve efficiency, scalability and customer experience—including emergency response capabilities.

LanguageLoop implemented NICE CXone, using its easy‑to‑use studio, robust IVR, reporting and open APIs to integrate with the booking system and build bespoke workflows. The platform automated inbound connections, capturing 80% of pre‑booked connections (roughly 100/day), reduced average handling time, sped up agent access to booking details, and freed staff for higher‑value tasks—while enabling rapid IVR changes for emergencies and providing richer monitoring and analytics for future workforce planning.

LanguageLoop

George Bisas

Chief Executive Officer