Case Study: Check Into Cash achieves improved customer interactions and higher service levels with NICE Systems (inContact Customer Interaction Cloud)

Improving Customer Interactions & Service Levels with inContact

Check Into Cash, a national leader in direct lending, was held back by an inflexible, on‑premise dialer that was costly to upgrade, required developer intervention for minor changes, and offered limited reporting and scalability as the business grew.

After moving to the inContact Customer Interaction Cloud—using Personal Connection outbound dialing, inView performance dashboards and Workforce Optimization—they scaled from 40 to 135 agents handling 20,000–30,000 outbound calls daily, increased right‑party connects to about 10% (vs. typical 3–7%), cut abandon rates to under 0.5%, reduced after‑call work by 68%, shortened reporting time from three hours to 15 minutes, and achieved a measurable return within months.

Check Into Cash

Sean Purdy

Contact Center Support Manager