Case Study: Clearlink achieves $2M+ in system savings and sub‑hour IVR updates with NICE Systems' CXone

Marketing Technology Firm Turns System’s Flexibility into High Profit Marketing

Clearlink, a technology-driven marketing firm that runs customer acquisition campaigns for national brands, faced a costly, inflexible on‑premise call center system that couldn’t keep up with its need to change routing, IVR prompts and data collection daily. Upgrading the legacy system was estimated at $2 million plus rising maintenance and add‑on costs, so Clearlink sought a more agile, cost-effective solution.

By moving to NICE CXone (Omnichannel Routing and Open Cloud Foundation), Clearlink gained real‑time IVR customization, skills‑based routing, omnichannel communications, scalable agent seats and built‑in redundancy. The change cut system costs by more than $2 million, saved thousands on campaign adjustments, reduced IVR update time to under an hour, and improved profitability and operational resilience.

Clearlink

Bruce Westenskow

CTO and Co-founder