Case Study: Large American Retail Chain Company achieves a seamless cloud transition with NICE Systems

NiCE Cloud Recording integrates with Cisco Webex-CCE

Large American Retail Chain Company, one of the largest U.S. home improvement retailers, was in the middle of a company-wide migration from on-prem Avaya ACD to Cisco cloud and wanted to replace its existing WEM stack with a solution that could work natively with the new environment. The company needed seamless recording, real-time monitoring, and a faster path to deployment to improve both agent productivity and customer experience.

NICE Systems delivered NICE Cloud Recording integrated with Cisco Webex-CCE, enabling CXone WEM applications including WFM, quality management, interaction analytics, performance management, and more. The implementation was completed in a few weeks, cut time to go live by 50% compared with on-prem, supported full business continuity, and created a complete end-to-end CX solution that improved flexibility, robustness, process efficiency, and overall customer experience.