Case Study: Inspiro achieves 100% call recording, 60% faster QA and 44% upsell lift with NICE Systems' Engage & Interaction Analytics

Inspiro supports every stage of the customer lifecycle through next-generation CX solutions

Inspiro, a global CX outsourcing leader with 4,500+ employees and delivery operations across North and Latin America, Australia, and the Asia Pacific, supports the full customer lifecycle with strategy, people, innovation, and analytics. After 20 years with a legacy recording and quality vendor, Inspiro struggled with intermediary communication, limited problem resolution, and a tightly coupled recording/quality platform that made feature changes slow, risky, and expensive.

NICE migrated Inspiro to NICE Engage and Interaction Analytics, providing reliable 100% call recording, real‑time predictive insights, and direct access to NICE experts. The move drove a 44% increase in upsell revenue in proof‑of‑concept testing, made QA audits 60% more efficient (each auditor twice as productive), reduced infrastructure by running on fewer virtual machines, and produced significant QA and IT cost savings while improving client retention and sales competitiveness.

Inspiro