Case Study: Estes Forwarding Worldwide achieves faster response times and higher productivity with NICE Systems (CXone)

Estes Forwarding Worldwide Improves the Customer Experience and Realizes Massive Efficiency Gains with CXone

Estes Forwarding Worldwide (EFW) is a customer‑centric domestic and international freight forwarder with 100+ agents handling 41,000–70,000 monthly interactions. As the business scaled, EFW needed deeper analytics, true multichannel handling and more reliable vendor support to personalize insights, improve performance and eliminate the risk of disruptive system downtime.

EFW implemented NICE CXone — including omnichannel routing (phone, chat, email), recording, Performance Management and Personal Connection — with hands‑on onboarding from the NICE team. The solution delivered real‑time agent visibility, reduced response and handle times, higher service levels, improved call quality and outbound efficiency, and sustained productivity while agents worked remotely.

Estes Forwarding Worldwide

Rudy Balli

Senior Manager Corporate Operations