Case Study: TELUS achieves 6–14% KPI gains, improved operational efficiency and customer experience with NICE Systems

Leveraging The Cloud Environment To Improve Operational Efficiency And The Customer Experience

TELUS, a leading Canadian telecommunications company with $11.4B in revenue and 13.3M customer connections, operates 14 contact center sites with over 8,000 agents handling millions of interactions annually. The company struggled with disparate operational reporting systems that limited senior management visibility into contact center and agent performance and sought to boost operational efficiency and the customer experience.

TELUS deployed NICE Performance Management for hosted environments alongside NICE IEX Workforce Management to centralize reporting, provide role-specific dashboards and analytics, and implement a systematic coaching framework. The change delivered clear results: agent KPIs improved 6–14%, managers saved about $400K/year in data-collection time, TELUS cut roughly $250K/year by retiring standalone systems, and leadership gained real-time visibility to drive continuous improvement.

Telus

Charles Suh

Manager, Business Analysis, Consumer Solutions