Case Study: Goodwill Industries expands into commercial clients and cuts contact‑center costs 75% with NICE Systems (CXone)

Goodwill Industries of San Antonio Business Services successfully expands into new markets with CXone

Goodwill Industries of San Antonio Business Services provides outsourced contact center solutions that create employment opportunities for veterans and people with disabilities, operating three San Antonio centers with about 200 agents handling 2.2 million interactions a year. The organization sought to expand beyond government contracts but was constrained by an aging, on-premises Cisco‑Genesys system that was hard to use for agents with disabilities, difficult to scale, and time‑consuming for scheduling and workforce management.

Goodwill replaced its legacy setup with NICE CXone — a cloud, “contact center in a box” offering omnichannel routing, workforce and quality management, APIs and reporting — which simplified workflows and enabled better forecasting and transparency for clients. The switch cut technology costs by 75%, helped win three new commercial contracts worth over $1.7M annually and created 50+ jobs, maintained a 95% service level, raised billed-time ratio from 80% to 95%, and improved agent satisfaction and supervisor engagement.

Goodwill Industries

Joshua Gomez

Vice President