Case Study: LPL Financial achieves 94% faster agent training and 25% fewer call transfers with NICE Systems' CXone

LPL Financial Builds Long-Term Customer Relationships with CXone

LPL Financial, the largest independent broker‑dealer in the U.S. serving 17,000 financial advisors, operates two contact centers with 1,100 agents handling about 3 million interactions a year. An aging on‑premises Avaya system limited integrations and lacked skills‑based routing, resulting in complex IVR menus, high call transfer rates (up to 25%), very long training requirements (36+ weeks), and reduced employee satisfaction.

LPL deployed NICE CXone’s unified cloud suite (Omnichannel Routing, Workforce and Quality Management, inView) to enable skills‑based IVR, better routing and automated workforce planning. The change cut call transfers by 25%, slashed training time by 94%, reduced forecasting effort by 83%, raised employee satisfaction 26% (from 6.5 to 8.8), delivered an estimated 10% lift in first‑call resolution, and produced a 9.4/10 customer satisfaction score.

LPL Financial

Wayne Bogan

Vice President of Service, Trading & Operations