Case Study: Proofpoint achieves scalable, knowledge-centric support and reduced tickets with NICE Systems' CXone Expert

Proofpoint revolutionizes customer support with CXone Expert

Proofpoint, a leading cybersecurity and compliance provider protecting organizations’ people, faced a scaling challenge as rapid growth and acquisitions left its legacy on‑prem support platform underused and without public self‑service. With unpredictable ticket volume and repeated agent handling of the same issues, the company needed in‑platform contextual help and a more maintainable knowledge base to support SMB customers and resellers.

Proofpoint migrated its SMB knowledge base to NICE CXone Expert, launched public content and in‑context help, and streamlined article creation and analytics. The result: 20% higher site engagement, a 5% drop in ticket volume while customer volume grew 18%, an improvement in session/ticket ratio from 3 to 40, better search visibility (≈ $10K/month marketing value), and the ability to scale support without adding headcount.

Proofpoint

David Szoke

Senior Technical Support Manager