Case Study: Disney Streaming achieves unified global contact centers and near-zero downtime with NICE Systems' CXone

Disney Streaming Brings Four Major Brands Together with NICE CXone

Disney Streaming — which operates Disney+, Hulu, ESPN+ and Star+ and supports about 10,000 agents worldwide — faced fragmented telephony across brands and regions, a rapid pivot to remote work, and inconsistent reporting and control that hindered expansion, onboarding and service reliability. Leadership needed to consolidate platforms, eliminate downtime, centralize reporting and simplify IVR and Salesforce-integrated workflows to maintain Disney’s customer experience standards.

Disney Streaming deployed NICE CXone to unify all four brands and global regions, providing cloud-based control, Salesforce integration, intelligent routing and rapid IVR changes. The solution enabled one admin to onboard hundreds of agents at once, cut tech downtime to negligible levels, improved data accessibility and workforce planning, and sustained high customer satisfaction across 10,000 agents in 100+ countries.

Disney Streaming

Ryan Schweers

Director of Support and Operations