Case Study: Dutch Railways achieves omnichannel customer service transformation with NICE Systems

NICE CXone implemented for a complete redesign of Dutch Railways customer service omnichannel practices

Dutch Railways (Nederlandse Spoorwegen) is the principal rail operator in the Netherlands, handling about 4 million customer contacts a year (2.5 million voice interactions) with 850 agents. The contact center had become fragmented across multiple vendors and product-based skill teams, creating six fenced-off service groups, channel silos, high transfers and uneven agent occupancy—prompting a move to modernize around omnichannel customer service.

The railway implemented NICE CXone and workforce management, reorganizing agents around three journey-based skills (pre-, in-, post-journey) and creating a single virtual contact center that blends voice and digital channels. As a result, 90% of agents now handle both voice and digital, call transfers fell by over 80 (to below 1% of contacts), occupancy rose from 78% to 85%, onboarding time dropped from 12 to 2 days, and annual contact center costs are expected to fall 10–15% while first-contact resolution and service levels improved.

Dutch Railways

René Klaassen

Business Consultant