Case Study: EE (UK mobile operator) reduces regulatory complaints and accelerates agent coaching with NICE Systems' Interaction Analytics

EE upgraded to Interaction Analytics and began analyzing diverse issues

EE, one of the UK’s largest subscription businesses and part of BT Group, set out to become the UK’s most personal, customer‑focused brand. To do that it needed to drive down serious escalations and regulatory complaints, improve the customer experience on inbound calls, and deliver more personal sales interactions — all while maintaining regulatory and internal compliance.

EE upgraded to NICE Interaction Analytics to uncover coaching opportunities, track fraud patterns, ensure compliance, pilot sentiment as a quality KPI, and support agents handling sensitive call scenarios. The rollout onboarded 17,000+ guides, enabled rapid coaching (10 calls coached in 30 minutes), reduced complaints with the regulatory body, tightened control of compliance gaps, and improved fraud detection.

EE

Simon Moran

Intelligence Manager