Case Study: NeoNova (rural broadband contact center) achieves faster response times, 17% shorter calls and higher customer satisfaction with NICE Systems' CXone

NeoNova Delivers Superior Customer Experience with NICE CXone

NeoNova is an NRTC company that provides Tier 1 support for rural broadband service providers, growing from 5 to 180 agents across Huntsville, AL, Cedar Rapids, IA and Raleigh, NC to handle 75,000 annual phone, email and chat interactions. The company struggled with an outdated on‑premises Asterisk system that only handled calls, had frequent outages, and offered poor visibility for forecasting, scheduling and performance management.

NeoNova deployed NICE CXone (omnichannel routing, email, chat, Workforce Management and Performance Management) to move to a cloud platform with robust disaster recovery, accurate staffing and real‑time dashboards for affiliates. The change cut average speed to answer by 30 seconds, reduced average call time by 17%, supported 98% workforce growth over seven years, and improved customer satisfaction and agent engagement.

NeoNova

Jeff Kennon

Director of Customer Experience