Case Study: Danone achieves near-instant agent onboarding and streamlined reporting with NICE Systems (CXone)

Danone Slashes Onboarding Time with NICE CXone

Danone’s Brazil contact center supports reseller and distributor partners with a 45-agent team but was hampered by an aging PBX that lacked digital channels, flexible IVR, and customer‑satisfaction tools. Remote work exposed these weaknesses, producing slow, manual onboarding (about 10 days), limited reporting, and operational strain.

Partnering with Belltech Brasil to deploy NICE CXone’s cloud platform delivered instant agent onboarding, visual dashboards, integrated CSAT surveys, and easy IVR updates without new hardware. Results included onboarding time reduced from days to minutes, improved reporting and agent productivity, searchable call recordings, eliminated VPN maintenance, reduced downtime, and plans to add more digital channels.

Danone

Jonathan Oliveira

IT Manager