Case Study: Commerce Bank achieves 300% surge in survey collection and reliable agent-tied customer insights with NICE Systems

NICE CXone Open Cloud Foundation helped Commerce Bank improve call center reliability and overall customer satisfaction

Commerce Bank, a regional lender with more than $19 billion in assets across Missouri, Kansas, Illinois, Oklahoma and Colorado, needed reliable post-call customer feedback to protect its high-touch service model. Its legacy on‑premise survey system regularly dropped calls, went unsupported by the vendor, and required heavy maintenance, leaving the bank without consistent survey data and visibility into contact center performance.

Moving to NICE inContact CXone and the ECHO Customer Survey gave Commerce Bank real‑time survey visibility, durable cloud reliability and call recordings tied to individual agents. The result: a 300% increase in survey collection, minimal downtime, the ability to run multiple surveys by business line, agent-level “report cards” and recognition programs, and reclaimed staff time previously spent on system upkeep — all improving quality monitoring and demonstrating the call center’s value.

Commerce Bank

Jason Markovich

Line of Business Manager