Case Study: MoneySolver maintains business continuity during a ransomware attack and increases ROA with NICE Systems' CXone

MoneySolver Maintains Business Continuity During Ransomware Attack with CXone

MoneySolver, a national financial services firm based in Jacksonville that helps consumers and businesses with student loans, taxes and credit, relied on a 121-agent contact center to handle 20,000–80,000 calls daily. Rapid growth was hampered by an unstable, on‑premises telephony system that crashed multiple times a week, caused sales turnover, and left leaders without centralized reporting to track leads and advertising performance.

After evaluating vendors via Gartner, MoneySolver implemented NICE CXone (including CXone Personal Connection) with real‑time lead ingestion and flexible outbound dialing. The cloud platform delivered uninterrupted operations during a ransomware attack (maintaining roughly 70% of revenue), eliminated downtime for 2.5 years, improved contact and transfer rates, enabled remote work, increased return on advertising spend by 3%, boosted revenue, and improved agent morale and retention.

MoneySolver

Brad Williams

Vice President of IT