Case Study: Dojo achieves sub-10-second answer times and £240,000 annual storage savings with NICE Systems' CXone

Dojo Upgrades Architecture and Reaches a Ten Second Answer Time with CXone

Dojo (the trading name of Paymentsense Limited) provides fast, secure card-payment solutions and grew its performance and customer service team from 30 to 250 agents. Rapid growth exposed limitations in a legacy CXone deployment—underused features, connectivity and performance issues, no dedicated CXone ownership and the risk of outages—so Dojo initiated a CX strategy refresh to maintain fast, consistent support as it scaled.

Partnering with Route 101, Dojo migrated to CXone User Hub, deployed CXone MAX/WebRTC, integrated Zendesk, optimized dialer campaigns and implemented automated archiving and cleaner reporting. The upgrade delivered zero outages, £240,000 annual storage savings, a 25% productivity gain, a 19% higher pick‑up rate and a 10% increase in operational efficiency, while improving reporting, forecasting and employee and customer satisfaction.

Dojo

Alvin Lobo

Head of Performance Management