Case Study: Major U.S. Airline achieves better customer experience and agent productivity with NICE Systems

Major U.S. Airline Enhances Customer Experience with NiCE Cloud Recording and Amazon Connect

Major U.S. Airline, one of the largest airlines in the world, needed to modernize its customer experience operations after its on-prem Genesys ACD became inflexible, costly to maintain, and difficult to scale for new complex call flows. To support its digital transformation, the airline chose NICE Systems, using NICE Cloud Recording and Enlighten AI alongside Amazon Connect.

NICE Systems implemented a cloud-based recording and AI solution that let the airline run its legacy and new ACDs in parallel, minimizing disruption during migration and preserving access to recorded calls. The rollout was completed in under three months and delivered measurable gains: 25% higher agent productivity, 34% more average calls handled, 30% lower average handling time, and a 15% increase in customer satisfaction scores.