Case Study: Eficasia achieves unified contact-center operations and cuts reporting time by over 50% with NICE Systems (CXone)

Eficasia moved its voice operations to the cloud and connected its channels through one

Eficasia, one of Mexico’s largest BPOs and part of Iké Grupo Empresarial, supports 6,000 agents serving major companies and critical social services. Its legacy architecture left channels siloed, reporting manual, and agents forced to use three different screens—hindering the delivery of a cohesive customer journey.

By deploying NICE CXone (with interaction analytics) and moving voice to the cloud, Eficasia unified channels into a single dashboard and automated real-time reporting. The change reduced agent screens from three to one, cut reporting-related staff hours by over 50%, and improved workforce management, helping the company scale AI-driven, more consistent customer experiences.

Eficasia

Alexandro Espinosa Chavez

Director of IT