Case Study: Industrial Software Company achieves 95% reduction in wait times and 80% fewer abandoned calls with NICE Systems' CXone

Industrial software company reduces call wait times by 95% with CXone APIs

An international industrial software company that provides real‑time operational intelligence to Fortune 500 clients relied on 300+ support engineers to handle complex, often 30+ minute technical calls. Its aging on‑premises Cisco UCCX system couldn’t scale across regions, lacked skills‑based and equitable queuing, and produced long wait times, high abandonment rates and difficult maintenance—prompting a search for a modern contact center solution.

The company implemented NICE CXone (including CXone APIs, Omnichannel Routing and CXone Agent for Salesforce) and built a custom “Fair Distribution Model” using API-driven skills‑based routing and a staleness metric to evenly distribute work. The cloud solution delivered roughly 95% lower peak wait times, an ~80% drop in abandoned calls, a ~40% increase in answered calls, greater engineer satisfaction and global scalability that smoothed the COVID‑19 transition.