Case Study: Empire Today achieves faster response times, reduced wait times and improved customer experience with NICE Systems (CXone)

Empire Today Modernizes its Contact Center with CXone and the Cloud

Empire Today, an Illinois-based home improvement and furnishings company specializing in carpets, flooring and window treatments, runs a large contact center in El Paso with roughly 200 inbound and 100 outbound agents handling about 50,000 calls per week. The company faced an imminent, costly Cisco on‑premises upgrade (projected >$1M) and suffered from long wait times, high abandon rates, lack of skills‑based routing and dashboards, poor IVR flexibility, limited reporting, and heavy IT overhead.

Empire Today migrated to the NICE CXone cloud platform, adding skills‑based routing, callback functionality, omnichannel routing and quality management. The move cut wait times and call volume, dramatically reduced abandon rates, sped system changes from months to minutes, improved customer and agent experience, strengthened disaster recovery (call center recoverable in about an hour), and allowed redeployment of two IT FTEs.

Empire Today

Philip Bennett

Customer Service Operations Manager