Case Study: Morgan Stanley achieves $2M annual savings and higher customer satisfaction with NICE Systems

Improving Operational Efficiency And the Customer Experience

Morgan Stanley, a global financial services firm with 1,000 support agents across six sites handling 5.5 million calls a year, faced a fragmented internal support structure and needed to improve operational efficiency and the customer experience. The firm aimed to lower average handle time (AHT), diagnose and close performance and knowledge gaps faster, reduce management and QA research time, and deliver targeted coaching and training to boost both internal and external quality metrics.

Morgan Stanley deployed NICE Interaction Management, Quality Management and Interaction Analytics to capture interactions, expand KPIs (e.g., hold time, hold usage, cold transfers), surface root causes, trigger alerts for dissatisfied callers, and enable targeted agent-level coaching and process changes. The solution delivered measurable improvements: roughly $2M saved annually, customer satisfaction up from 78% to 86%, AHT down from 9:03 to 7:20, key quality KPI up from 68.26 to 88.95, average speed of answer cut from 1:12 to 0:21, and service level improved from 69.2% to 91.6%.

Morgan Stanley

Tom DeCarlo

Executive Director, Global Head of Wealth Management Client Services