Case Study: MoneyGram achieves 30% lower digital AHT and unifies 13 international contact centers with NICE Systems (CXone)

MoneyGram Unifies 13 International Contact Centers with NICE CXone

MoneyGram International, a global money‑transfer provider with about 350,000 locations in 200 countries, was operating 13 contact centers and handling over 13 million calls a year with a mix of 300 internal and 1,300 outsourced agents. Their legacy on‑premises systems suffered frequent downtime, lacked integration (four different quality systems and 30+ IVR applications), and produced inconsistent customer experiences—driving the need for a unified, cloud‑based solution.

MoneyGram standardized all centers on NICE CXone (omnichannel routing, quality and feedback management, CRM integration and more) and implemented skill‑based routing. The switch simplified IVR applications from 30 to three, cut average handling time in the digital channel queue by 30% and transfers by 5%, improved stability and quality oversight, reduced costs while adding functionality, and enabled rapid global training of users.

MoneyGram

Doug Klees

Head of Customer Care