Case Study: Nex-Tech Wireless achieves stronger omnichannel service and lower hold times with NICE Systems

Elevates CX and efficiency with CXone Mpower

Nex-Tech Wireless, a regional wireless provider serving more than 40 counties in central and western Kansas, needed a more flexible contact center after years on the same on-premises system. The company, which uses NICE Systems technology, lacked unified handling for multiple channels, had limited call recording and quality management, and relied on manual supervisor oversight.

With NICE Systems’ CXone Mpower platform, including Omnichannel Routing, Quality Management, and Supervisor Workspace, Nex-Tech Wireless added live chat, SMS, and chatbot support while improving visibility into agent activity and service performance. The result was sustained monthly average hold times of 30 seconds, more than 50% of voice calls redirected to digital channels, reduced off-hook and non-compliant time, and better coordinated breaks and lunches to maintain service levels.

Nex-Tech Wireless

Tamara Hamel

Customer Operations Manager