Case Study: Toyota Financial Services achieves lightning-fast cloud contact center transformation with NICE Systems

Global auto finance agency manages a CX transformation at lightning speed

Toyota Financial Services (TFS), a leading global auto finance provider with 3,000+ contact center agents across 16 business units handling more than 1.4M calls per month, had outgrown legacy Genesys ACD and Avaya PBX systems. The company needed greater agility, a consistent omnichannel experience, centralized CX data and compliance-ready recording — and when a rapid shift to work‑from‑home was required, a planned multi-month cloud migration had to be completed in under a week.

TFS chose NICE CXone with tight Salesforce integration, a softphone/predictive dialer and CXone feedback and workforce tools, piloting then quickly rolling out the full platform while preserving customer history and IVR context. In less than a week 3,000+ agents were live from home, yielding automated outbound prioritization, higher right‑party connect rates, fewer abandoned calls and improved visibility into CX performance, with plans to expand analytics, automation and self‑service.

Toyota Financial Services

Maria Brink

General Manager of TFS Customer Service Center