Case Study: Global Industrial achieves higher service levels and improved customer satisfaction with NICE Systems (CXone)

Global lndustrial Boosts Customer Satisfaction and Employee Experience with NICE CXone

Global Industrial, a North American retailer of industrial equipment with more than 60 years in business and about 500 agents handling roughly 6,000 calls a day, was running an end-of-life Avaya system that lacked call monitoring, analytics and real-time reporting. Without visibility into call handling metrics or quality, leadership couldn’t track performance or ensure high-quality service as the business grew.

Global Industrial moved to the NICE CXone cloud platform—adding omnichannel routing, quality management, interaction analytics, reporting and ERP integration plus IVR and email handling—to gain real-time dashboards, automated self-service and deeper insights. The rollout to 500 agents went smoothly and delivered measurable gains: a 4% rise in service levels, a 16% reduction in call duration, fewer abandoned calls, higher customer satisfaction and improved agent engagement and productivity.

Global lndustrial

Manoj Shetty

CIO for Systemax