Case Study: Global Electronics Manufacturer achieves 20% Net Promoter Score increase and 20% contact center cost reduction with NICE Systems' CXone

Global electronics manufacturer embraces digital customer service with NICE CXone

A global electronics manufacturer with 400 contact-center agents across BPOs in the Philippines, El Salvador, India, the US and Canada—handling about 100,000 contacts monthly—was constrained by a costly, on‑premises vendor system that didn’t integrate with other tools. Siloed systems forced agents to log into multiple interfaces, created manual processes, limited flexibility and hurt both customer and agent experience.

The company moved to NICE CXone (Omnichannel Routing, Workforce Management, CXone Agent for Salesforce) with Salesforce integration, unifying systems in the cloud, enabling remote work, CTI/screen‑pops and common WFM reporting for BPOs. The change drove a 20% increase in Net Promoter Score, 20% cut in contact center costs, 12% lower average handle time, 9% gains in first‑call resolution and customer satisfaction, and a 6% boost in agent performance.