Case Study: Alzheimer's Society achieves dementia-friendly support and increased call capacity with NICE Systems

Delivering Crucial Services Through NICE CXone

Alzheimer’s Society, a UK charity supporting people affected by dementia, struggled with an inflexible private-cloud contact center that didn’t fit its service-first mission. Poor reporting, flaky CRM/payment integration, manual email handling and no workforce management led to dropped calls, missed donations and a lack of operational autonomy across its 150-agent support and fundraising teams.

Working with partner FourNet, the Society deployed NICE CXone with input from people with lived dementia experience, creating a simpler, dementia‑friendly omnichannel platform with workforce management, recording, analytics, sentiment detection and PCI-compliant payments. The rollout delivered strong user acceptance, higher daily call capacity, reduced post‑call work, improved donor capture and richer operational insights—giving the charity a scalable, service-focused foundation for future growth.

Alzheimer's Society

Liam Hogan

Business Analyst