Case Study: PestCo Holdings achieves consistent, scalable customer experience across brands with NICE Systems' CXone

PestCo Holdings and NICE CXone Keep the Bugs Out of Customer Experiences

PestCo Holdings LLC, a 2021-founded owner of more than a dozen regional pest control brands with 100+ agents and roughly 40,000 monthly calls, faced inconsistent, stand‑alone contact systems inherited through acquisitions. Callers experienced confusing IVRs, random disconnections and queue dead-ends, and a field-based workforce was hampered by inflexible hard‑phone workflows.

PestCo standardized on NICE CXone’s cloud CX platform—bringing advanced routing, virtual queues, callback, integrated softphones and interaction analytics—to unify contact centers across brands. The rollout gave PestCo tighter control of IVR and call flows, reduced dropped calls and queue issues, delivered consistent service across subsidiaries, improved agent insights and onboarding for new acquisitions, and set the stage for expanded multi-channel and outbound capabilities.

PestCo

Sean Peters

Chief Marketing Officer