Case Study: Georgia Department of Revenue achieves real-time reporting and faster customer service with NICE Systems' CXone

Motor Vehicles Division of Georgia Department of Revenue Puts Customers in the Driver’s Seat with CXone

The Georgia Department of Revenue’s Motor Vehicles Division, a 36‑agent contact center that handles about 1,200 calls weekly, struggled with an aging AT&T system that delayed reporting until the next day, left managers blind to queue status, forced callers to redial when queues closed, and required vendor changes to the IVR—all of which hampered service and agent productivity.

By implementing NICE CXone (real‑time reporting, omnichannel routing, IVR with API integration, workforce management and feedback tools), the MVD gained live dashboards, automated IVR routing and CRM integration so agents have caller data before answering. The changes cut handle and hold times, improved call quality and agent engagement, boosted customer feedback scores, and provided hands‑on support and scalability for future expansion.

Georgia Department of Revenue

Georgia Steele

Chief Performance Officer