Case Study: Sitel achieves rapid 90-day omnichannel cloud migration and unified CX with NICE Systems (CXone)

NICE CXone-Sitel Partnership Yields New Fully Managed CX Solution

Sitel, the world’s third-largest BPO with $1.7B in revenue and 75,000 associates serving 400+ clients across 70+ countries, was asked by a major global insurer to build a brand-new omnichannel contact center—technology included—in under four months. The challenge required replacing a 20-year legacy platform, supporting multiple BPOs and seasonal peaks, and scaling to thousands of agents and hundreds of numbers and sites while meeting strict industry interaction requirements.

Sitel partnered with NICE CXone to deliver a fully managed omnichannel cloud solution—including ACD/IVR, workforce and quality management, omnichannel routing, CRM integrations and extensive ASR menus—and completed the complex implementation in 90 days. The deployment unified multiple partners and sites on one platform, eliminated external agent transfers, enabled rapid capacity ramp-up, earned strong client praise for a smooth migration, and has led Sitel to resell CXone and plan migration of thousands more agents onto the platform.

Sitel

Chip Heineman

Vice President -Global IT Solutions