Case Study: Ricoh achieves dramatic contact center efficiency gains and empowered agents with NICE Systems

Improving Operational Efficiency and Empowering Contact Center Agents

Ricoh, a global technology company, faced operational challenges after acquiring IKON and consolidating three U.S. contact centers (about 300 agents handling 2.4 million calls annually). The company relied on manual, antiquated scheduling and forecasting processes and needed a unified, automated approach to improve coverage, efficiency and agent performance.

Ricoh deployed NICE IEX Workforce Management with the NICE Performance Manager Module plus NICE Interaction and Quality Management to automate forecasting and scheduling, increase transparency, and enable targeted coaching. As a result, average speed of answer improved 83%, abandonment fell 75%, average handle time decreased 15%, agent KPIs rose 6–14%, and managers shifted time from data gathering to coaching — with call volume unchanged, showing the gains were performance-driven.

Ricoh

Laura Batton

Director, Call Center Operations