Case Study: Fossil Group unifies 17 global contact centers and boosts customer satisfaction with NICE Systems' CXone

Fossil Group Unifies 17 Contact Centers Worldwide on CXone

Fossil Group, a global designer and distributor of watches, handbags and accessories, struggled to get a clear picture of customer service performance because its 17 contact centers used different, nonintegrated systems. That fragmentation made reporting, forecasting and workforce management time-consuming and error-prone, preventing the company from understanding global performance or staffing needs.

Fossil unified all 17 contact centers and three third‑party sites on NICE CXone—deploying omnichannel routing, workforce management, quality management and reporting—so teams share a single platform. The change delivered centralized dashboards and accurate forecasts, saved about 20 hours per week on scheduling, improved language-based agent skilling and call-back handling, increased customer satisfaction and gave leadership real-time global visibility into contact center performance.

Fossil Group

Kim Carrillo

Operations Manager