Case Study: KeyBank achieves record NPS and major QA efficiency gains with NICE Systems' Nexidia Analytics and Quality Central

How a Leading Financial Services Company Reengineered Its Quality Program

KeyBank, a Cleveland‑based regional bank with roughly $147 billion in assets, faced limited, fragmented contact‑center data that left them unable to understand why customers called, measure customer experience reliably, or fairly evaluate employee performance. Subjective QA, frequent evaluation disputes, and time‑consuming compliance oversight were draining supervisor time and risking service and regulatory gaps.

KeyBank implemented NICE Nexidia interaction analytics and NICE Quality Central (piloted with NICE Value Realization Services) to automate sentiment analysis, surface at‑risk calls, and give agents direct access to their performance data. Within two months they hit record NPS scores, cut QA forms by 50%, reduced compliance evaluations to 10% of prior volume, saved up to 8 supervisor hours per week, dropped monthly evaluation disputes from 60 to about 4, and repurposed five QA staff through increased efficiencies and automation.

KeyBank

Karen Hernandez

Quality Manager