Case Study: PARTS iD achieves 50% hold-time reduction and 30% AHT reduction with NICE Systems' CXone Supervisor

PARTS iD Builds Capabilities and Capacity with CXone Supervisor

PARTS iD is a technology-driven digital commerce company with a catalog of more than 17 million aftermarket specialty parts serving professional mechanics and DIY customers. When the pandemic forced agents to work from home, supervisors lost office visibility and relied on manual queue-balancing and delayed QA processes, making it hard to manage workflows, coach agents in real time, and maintain service levels.

By upgrading to CXone Supervisor, PARTS iD gave supervisors a single dashboard for real-time omnichannel monitoring, automated alerts, and in-app coaching, enabling quicker interventions and more efficient cross-training. The change cut average hold time by 50% and average handle time by 30%, maintained CSAT scores, improved agent–supervisor relations, and set the stage for further automation and workforce optimization.

PARTS iD

Justin Gazzara

Manager of Contact Center Operations