Case Study: Arbonne achieves full contact-center automation and improved operational efficiency with NICE Systems

Improved Operational Efficiency and Targeted Training

Arbonne, a personal care and wellness company founded in 1975, operates through an extensive consultant network and two U.S. contact centers supporting 125 agents who handle roughly 660,000 voice and 156,000 email interactions annually. As Arbonne rolled out major system and platform changes it faced heavy training demands and operational strain: contact center processes were largely manual (Excel schedules, paper/email requests), recordings and quality monitoring were ad hoc and short‑lived, reporting was weekly and paper‑based, and supervisors lacked timely access to interactions or trust in QA.

Arbonne implemented NICE’s workforce and performance optimization suite (Interaction Management, IEX Workforce Management, and Performance Management) to automate recording and scheduling, enable accurate forecasting, and centralize performance data. The deployment captured 100% of interactions, gave agents immediate access to evaluations and call recordings (and the ability to challenge scores), provided supervisors real‑time alerts and coaching tools, and generated detailed automated reports—resulting in higher operational efficiency, faster issue resolution, empowered agents, and clearer voice‑of‑customer insight for corporate decision‑making.

Arbonne

Denise Seydler

Director Customer Service, Arbonne