Case Study: e-regio achieves 30% cost reduction and 98% reachability with NICE Systems CXone Mpower

Enhances service and AI readiness with CXone Mpower

e-regio, a sustainable energy services provider serving 19 municipalities in Germany, needed a more modern way to manage its contact center. Before working with NICE Systems, the company relied on spreadsheets, handwritten notes, and physical mailers instead of a true CCaaS platform, making it difficult to track schedules, workflows, and customer communications effectively.

NICE Systems implemented CXone Mpower, along with Interaction Analytics, Workforce Management, Feedback Management, Quality Management, and Enlighten AI for Customer Satisfaction, giving e-regio a centralized dashboard and more transparent operations. The results included a 30% cost reduction, 98% reachability, 20% of calls answered by voice chat, a 48-hour service turnaround, and service levels that quadrupled.

e-regio

Jorg Bordt

Digital Transformation Consultant