Case Study: Omega World Travel achieves real-time SLA reporting and faster service with NICE Systems (CXone)

Omega World Travel Uses Innovation and CXone to Deliver Outstanding Service

Omega World Travel, a U.S. business travel management firm with more than $1.5 billion in sales and 200 onsite and virtual agents supporting 19 languages, was struggling with a non‑native hosted contact center solution that suffered weekly outages, no true omnichannel support, poor remote‑agent flexibility and inaccurate, untimely SLA reporting.

Omega replaced that system with NICE CXone, a cloud‑native omnichannel platform and APIs, and built a custom analytics layer (Omegalytics) that feeds real‑time metrics to managers and customers — even broadcasting SLA alerts via Amazon Alexa every 15 minutes. The switch delivered a stable platform, five‑minute agent provisioning, real‑time SLA reporting for voice, email and chat, faster issue resolution, and a three‑minute reduction in average handle time.

Omega World Travel

Nadim Hajje

VP of Information Technology and Data Analytics