Case Study: Moxie Pest Control achieves lower costs and better service with NICE Systems CXone Mpower

Moxie Pest Control Cuts Costs and Boosts Service with AI-Powered NiCE CXone Mpower

Moxie Pest Control, a fast-growing pest management company serving residential and commercial customers across the U.S., needed to keep service high while managing rapid growth, seasonal volume swings, rising costs, and staffing inefficiencies. The company turned to NICE Systems and its CXone Mpower platform to improve contact center performance, customer engagement, workforce planning, and first-call resolution.

With NICE Systems, Moxie implemented AI-powered routing, workforce management, quality management, interaction analytics, and real-time agent guidance to modernize operations and support coaching from day one. The results were strong: QA scores rose 20%, staffing was reduced by 48%, average handle time dropped by 10 seconds per call, shrinkage fell from 65% to 5%, call abandonment declined from 30% to under 10%, and agent adherence improved to 94–95%.

Moxie Pest Control

Maximiliano Wong

Director of Contact Center Operations