Case Study: Kapitus achieves rapid work-from-home transition and millions in collections with NICE Systems (CXone)

Kapitus Transitions to CXone and Work-from-home Environment in Just Four Business Days

Kapitus, a commercial finance firm that provides quick funding to small and mid-sized businesses, faced a sudden operational crisis when COVID-19 forced its 120 agents to work from home and call volumes surged — inbound calls rose from about 900 monthly to 2,000 in April 2020 and collections outbound activity jumped as well. Their legacy NetFortris Fonality and 3CLogic systems weren’t scalable or remote-ready, causing dropped calls, slow response times and reliance on IT for simple changes.

Kapitus deployed NICE CXone’s cloud-based omnichannel platform and went live in four business days, moving agents to remote work in three days. The platform eliminated dropped calls, improved routing and real-time reporting, sped onboarding, ensured call recording for compliance, and boosted collections revenue (from hundreds of thousands to millions in April 2020), delivering positive ROI and significantly improved customer experience and operational visibility.

Kapitus

Murugappan Chettiar

Senior Vice President for Operations Strategy and Enterprise Projects