Case Study: Money Management International achieves 45% more first-call assistance and 56% fewer deferred counseling sessions with NICE Systems' Interaction Analytics

Money Management International - Customer Case Study

Money Management International (MMI) is the largest nonprofit credit counseling agency in the U.S., serving consumers across 34 states and handling nearly one million calls a year. To fulfill its mission of improving lives through financial education, MMI needed a scalable way to analyze lengthy, complex calls, improve coaching, and reduce the number of first‑time callers who deferred counseling and never received services.

By implementing NICE Interaction Analytics, MMI quickly reviewed large volumes of calls, identified “session‑breaking” behaviors (offering callers too many choices), and coached staff to recommend a single positive next step—typically transferring to a certified counselor first. Within three months, first‑call assistance increased 45% and callers deferring services declined 56%, enabling MMI to provide substantially more counseling education.

Money Management International

Nicholas Nardi

Director of QA and Compliance, Money Management International