Case Study: HireRight achieves 80% increase in agent engagement with NICE Systems CXone

HireRight Increases Agent Engagement by 80% with CXone

HireRight, a global pre-employment screening provider, faced inefficient, manual contact center operations driven by a legacy on‑prem Avaya system and disconnected tools. Unstable workforce management, spreadsheet-based quality reviews, poor visibility into contact volumes and time‑consuming reporting left agent engagement at just 10% and made it difficult to identify coaching or performance trends.

HireRight migrated to the cloud with NICE CXone—unifying omnichannel routing, quality and performance management, Salesforce integration and real‑time reporting. The platform drove dramatic improvements: agent engagement rose 80%, scorecard assessments increased 141%, handle time fell 19%, clicks to close a case dropped 50%, 1,040 reporting hours were saved annually, job satisfaction improved 15% and attrition declined 6%.

HireRight

Todd Baxter

Chief Services Officer