Case Study: National Grid achieves 40% higher analytical efficiency with NICE Systems

National Grid Builds Its Cloud Transformation Strategy with NiCE, Increasing Analytical Efficiency by 40% and Operational Efficiency by 25%

National Grid, one of the largest investor-owned energy companies in the U.S., needed to modernize its contact center operations to improve customer experience and efficiency while moving away from fragmented on-premises systems. The company partnered with NICE Systems and used the CXone Mpower platform to support a cloud transformation, better interaction management, and more flexible data access.

NICE Systems implemented a phased migration that unified historical and live interactions, added multi-ACD support, automated scheduling and quality processes, and enabled custom reporting through Power BI. With support from NICE Systems and Value Realization Services, National Grid increased analytical efficiency by 40%+, improved operational efficiency by 25%, reduced overtime and overstaffing by 10+ each, and boosted platform utilization from about 50% to 80–90%.

National Grid

Stefan Singh

Customer Experience