Case Study: FirstEnergy achieves 100% call capture and improved eBill enrollment with NICE Systems' Nexidia Analytics

FirstEnergy - Customer Case Study

FirstEnergy, a large investor‑owned utility serving 6 million customers with 24/7 contact centers in Akron, OH; Reading, PA; and Fairmont, WV, and 700 agents handling 8.2 million calls annually, struggled with a traditional QA program that randomly sampled four calls per agent monthly. That approach left gaps in coaching, made it difficult to locate specific interactions, and hampered efforts to ensure script and process compliance or deliver timely, targeted performance analytics.

By implementing NICE Nexidia Analytics, Interaction Recording and Quality Central to capture and analyze 100% of calls, FirstEnergy established targeted coaching, dynamic scripting and scorecards tied to agent performance. The program delivered 100% call capture and analytics, improved average handle time, higher eBill enrollment during move‑ins, stronger script/process compliance and measurable, data‑driven coaching outcomes.

FirstEnergy

Gregory Hussing

Director of Customer Contact Centers