Case Study: NCFE achieves better customer service and efficiency with NICE Systems CXone Mpower

NCFE revitalises customer service for life-long learners in the NiCE Cloud

NCFE, the UK educational charity and vocational awarding organization, needed to replace a patchwork of disconnected on-premise systems that made it hard to manage contact center performance, support agents, and deliver a consistent learner experience. NCFE turned to NICE Systems and its NiCE CXone Mpower platform, including omnichannel routing, knowledge management, and interaction analytics, to modernize its customer service operation.

NICE Systems implemented CXone Mpower to unify channels, improve forecasting and quality management, and give agents better tools and insights. The results included £17,000 in annual technology and maintenance savings, a 10-point improvement in voice service levels, a 17-point increase in web chat SLA, an 18-point increase in email SLA, and 33 seconds faster average speed of answer on voice. NCFE also reclaimed 80–90 hours of agent time, reduced outages, and reached a customer NPS of +67.

NCFE

Brian Queen

Head of Customer Service