Case Study: ECSI achieves major efficiency and customer satisfaction gains with NICE Systems' CXone

ECSI Realizes Exceptional Gains with NICE CXone Chat

ECSI, the nation’s largest provider of loan servicing and tax document services for higher education with 45+ years of experience and a 99.9% client retention rate, faced mounting demand for reliable online chat. Previous chat platforms frequently crashed, offered no supervisor visibility or automation, and lacked reporting—causing long wait times, manual workload, and the risk of damaged client relationships.

By implementing NICE CXone Chat (omnichannel routing, automation, prewritten responses and CXone reporting/feedback), ECSI automated chat distribution, improved agent tools and gained performance visibility. The result was dramatic: 58% lower chat average handling time, an 86% drop in chat abandon rate, over 500% improvement in phone service levels, a 13% rise in customer satisfaction, and the chat team handled 18,000+ additional calls — all without adding staff.

ECSI

Mike Bowman

Senior Contact Center Manager