Case Study: Shift4 achieves 85–90% service levels and streamlined supervisor workflows with NICE Systems' CXone Supervisor

Payment Processing Leader Streamlines Workflows with CXone Supervisor

Shift4 is a leading provider of integrated payment processing and commerce technology that powers billions of transactions for hundreds of thousands of businesses across industries. Its contact centers—supporting more than 200,000 customers and 1,300+ agents—relied on a patchwork of tools that caused reliability issues, manual workarounds, limited real-time visibility, and no adherence tracking, creating operational inefficiencies and supervisor overload.

By adopting CXone Supervisor, Shift4 consolidated monitoring, real-time omnichannel insights, screen recording and call takeover, targeted notifications, and integrated reporting into a single workspace. The change streamlined supervisor workflows, enabled data-driven coaching and automated adherence tracking, and boosted service levels from roughly 60–65% to 85–90%, while improving agent performance, supervisor efficiency, and the overall customer experience.

Shift4

Kimberly Laible

Skytab Escalations Team Manager