Case Study: Expivia Interaction Marketing Group, Inc achieves world-first CXone–Discord integration to scale NFT and Web3 community moderation with NICE Systems

Expivia Digital Creates World-First CXone and Discord Integration for Gaming, Web3 and NFT Community Management

Expivia Digital, a spinout of Expivia Interaction Marketing, is a boutique BPO focused on providing professional moderation and customer support to NFT, Web3 and gaming communities. Confronted with massive, volunteer‑run Discord communities prone to abuse, scams and free‑flowing conversations that lack clear interaction boundaries, the company needed a way to bring enterprise‑grade moderation, analytics and safety into Discord and other social channels.

They built a Bring‑Your‑Own‑Channel integration between NICE CXone and Discord combined with Azure listening bots and CXone Interaction Analytics, enabling agents to monitor sentiment, auto‑create member profiles, flag fraud and moderate multiple servers (about four per agent). In beta with three NFT projects and hundreds of thousands of interactions, the solution produced real‑time sentiment metrics, customer cards for influencers and troublemakers, timelier mitigation of negative behavior, and a plan to scale to 24/7 paid services.

Expivia Interaction Marketing Group, Inc

Thomas Laird

Chief Executive Officer