Case Study: International Hearing Health Care Company achieves unified global cloud contact centers and improved outbound campaign effectiveness with NICE Systems' CXone

International Hearing Health Care Company Standardizes its Global Contact Centers on the Cloud with CXone

A global leader in hearing health care with more than 10,000 clinics across 29 countries and over 5 million customers operated three company-owned contact centers in Australia, New Zealand and the U.S. and relied on outdated, disconnected systems: a softphone in New Zealand with no automated dialing or reporting, an end-of-life on-premises Cisco solution in Australia with virtually no visibility into agent activity, and no integration with the marketing campaign system or CRM—forcing agents to use Excel and copy/paste phone numbers, increasing handle times and harming productivity. The company needed a single, cloud-based platform to simplify operations and standardize performance across locations.

They selected NICE CXone—deploying omnichannel routing, reporting, Personal Connection and inView—to unify contact centers in the cloud. Integrations with the marketing system and CRM eliminated manual prospect lists and copy/paste workflows, while CXone Personal Connection delivered the right scripts to agents at the right time. The cloud rollout was fast (new U.S. site up in three months) and delivered tangible gains: better outbound campaign performance and visibility, reduced handle times, higher agent efficiency and satisfaction, faster time to market, and lower infrastructure and maintenance overhead.