Case Study: Online Education Company achieves 25% higher service levels with NICE Systems' CXone

Online Education Company Boosts Service Levels 25% with NICE CXone

A fast-growing online education company with a 30‑agent omnichannel contact center handling roughly 20,000 calls, 20,000 chats and 5,000 emails per month was struggling with an outdated, premises‑based system (MXIE) and a patchwork of nonintegrated tools. The legacy setup lacked workforce and quality management, produced unreliable data, and failed during outages, limiting the contact center’s ability to scale and deliver consistent service.

The company implemented NICE CXone’s unified cloud platform—including omnichannel routing, advanced chat, email, workforce and quality management, outbound dialer and Salesforce integration—which streamlined workflows and enabled remote continuity. Results included a 25% jump in service levels, a 21% rise in employee satisfaction, a 100% increase in new‑agent productivity, CSAT improvement from 4.3 to 4.6, better quality scores and increased revenue.