Case Study: Leading Online Retailer achieves 98% system uptime and improved agent productivity with NICE Systems' CXone

Leading Online Retailer Improves System Uptime to 98% with CXone

A leading online retailer of home décor and improvement products with more than 500 contact center agents and over one million inbound interactions a year faced chronic on-premises instability, frequent outages, poor vendor support, and a rigid IVR that hampered customer service and increased wait times across three sites.

The company moved to the cloud with NICE CXone (omnichannel routing, WFM, QM and APIs) integrated with Salesforce, completing the rollout in five months. The platform raised system uptime to 98%, boosted agent productivity and satisfaction, cut hold times and abandonment (80–90% of calls now answered in seconds), enabled IT to manage IVR and skills-based routing, and positioned the retailer for future innovation.