Case Study: Digital Room achieves higher service levels, improved agent utilization and reduced downtime with NICE Systems (CXone)

Digital Room Unifies its Contact Center and Gains Efficiencies with CXone While Growing 25 Percent

Digital Room is an online printing company with roughly 300 agents across U.S. and Philippines contact centers handling thousands of daily calls, chats and emails. Growth of about 25% exposed problems from a patchwork of systems (Mitel PBX, LivePerson, Zendesk) — frequent downtime, slow updates, manual Excel-based scheduling and no unified reporting made staffing and performance visibility difficult.

Digital Room implemented NICE CXone’s unified cloud platform (omnichannel routing, chat, email, workforce management and APIs), enabling self-service customization, global redundancy and integrated reporting. The result: higher uptime, accurate forecasting and flexible agent routing, improved agent utilization and service levels, positive ROI and the ability to scale without proportional headcount increases.

Digital Room

Andrew Latimer

Chief Information Officer