Case Study: HireRight reduces handle time by 30 seconds in two months with NICE Systems CXone

HireRight Reduces Handle Time by 30 Seconds in Just Two Months with CXone

HireRight, a global provider of pre-employment screening, identity checks and drug testing, was hampered by a legacy, on‑premises Avaya contact center and a patchwork of non‑integrated tools for recording, workforce and quality management, chat and email. The disconnected systems made reporting, forecasting and system maintenance cumbersome (requiring manual Excel exports), and an unsupported IVR forced the company to seek a modern, scalable alternative.

HireRight implemented NICE inContact CXone (including the CXone Agent for Salesforce, omnichannel routing, WFM and reporting), consolidating tools into a single cloud desktop and integrating CRM data into agents’ workflows. In just two months handle time fell by 30 seconds and clicks to close cases dropped 50% (across millions of interactions), while CXone reporting saved 1,040 hours annually, eliminated multiple servers to reduce TCO, improved forecasting and adherence, enabled rapid WFH scaling and boosted agent engagement and operational resilience.

HireRight

Mike Holser

Senior Manager of Specialized Customer Service