Case Study: Landauer Inc achieves 100% omnichannel integration and dramatic error reduction with NICE Systems (CXone)

Landauer utilizes NICE CXone to drive 100% integration across all media channels

Landauer, a global leader in radiation monitoring and analysis handling over 4.8 million account transactions annually, faced a fragmented contact center environment that led to slow response times, high order-entry errors, manual reporting and agent frustration from uneven workloads across 42 employees and multiple teams.

By implementing NICE CXone (omnichannel routing, IVR, ACD and reporting) Landauer unified channels, automated routing and real-time reporting—scanning written correspondence into workflows and balancing agent tasks by skill and schedule. Results include a 34% reduction in credits, 73% fewer order-entry errors, a 92% quality score, Voice of the Customer scores of 93% (email) and 96% (phone), email response times cut from 7–10 days to 1–2 days, 100% completion rates for emails/postal/packing lists, a 30% paperless conversion and lower agent attrition.

Landauer Inc

Angie Luckey-Succes

Director of Client Experience