Case Study: University of Phoenix achieves improved regulatory compliance and faster corrective action with NICE Systems

Improving Regulatory Compliance and Process Efficiency

University of Phoenix, which operates dozens of contact centers and handles roughly 45 million calls and 5 million emails a year, faced a major compliance challenge: it must meet 19 regulatory categories across federal and state bodies, but its manual process required listening to whole calls, caused long delays in corrective action, lacked reliable tracking, and led to repeated violations and slow coaching.

The university deployed NICE Interaction Management, Quality Management and Interaction Analytics with custom keyword and phrase categories to automatically flag high‑risk interactions and route them to compliance specialists. As a result, time from violation to corrective action fell from weeks to a few business days, Compliance and Discussion Memos dropped 45% (eliminating all third offenses), repeat issues declined, training became more targeted, and agent satisfaction improved through faster recognition of outstanding service.

University of Phoenix

Marcel J

Director of Enrollment