Case Study: Philips Respironics achieves 100% call capture and 90%+ agent quality with NICE Systems

Philips Respironics - Customer Case Study

Philips Respironics, a healthcare manufacturer serving the global sleep and respiratory markets, ran contact centers in Pittsburgh and Denver but lacked clear visibility into agent performance and the customer experience. They had only basic call-length metrics, inconsistent or missing recordings, live-only monitoring and manual, checklist-style scoring—making it difficult to ensure process compliance, identify root causes of complaints, set meaningful performance goals, or forecast staffing needs efficiently.

By deploying NICE Interaction, Quality and Workforce Management and moving to 100% call and desktop recording, Philips Respironics gained end-to-end visibility and actionable analytics. Quality scoring coverage and results improved dramatically (from 40% of associates being scored to 90% of agents achieving scores of 90%+), errors could be traced and corrected at the point of contact, forecasting and scheduling accuracy increased, and managers used trends and team-specific scorecards for targeted coaching, compliance and product/operational feedback—turning NICE into a backbone application for the business.

Philips Respironics

Richard Mackey

IT Solutions Manager