Case Study: Designer Shoe Warehouse achieves 95% customer recovery and rapid remote scalability with NICE Systems CXone

DSW connects its global contact centers with the CXone cloud platform

DSW, a leading footwear and accessories retailer with nearly 550 stores and an award-winning omnichannel experience, was held back by an unstable, hard-to-update on‑premises Genesys contact center that used multiple tools for voice, email and chat. The legacy system made reporting and real‑time changes difficult, limited growth (including use of BPOs), was costly to maintain and left the company vulnerable to disruptions—challenges that became critical when COVID‑19 drove a large spike in contact volume.

DSW moved to the NICE inContact CXone cloud platform (omnichannel routing, chat, email, reporting and feedback management), enabling real‑time updates, rapid onboarding of partners, and remote work for global agents. The switch let DSW absorb a 70% volume increase without hiring, cut handle time by two minutes with a SmartAction virtual agent, achieved a 95% customer recovery rate from post‑call surveys and reached 90% customer satisfaction—delivering greater efficiency, continuity and scalability.

Designer Shoe Warehouse

Tim Harpe

Director of Global Customer Operations