Case Study: High-Speed Satellite Internet Service Provider achieves $453,000 annual savings and 64% faster quality evaluations with NICE Systems' Quality Central Insight

Quality Transformation Saves $1/2M Annually

A global telecommunications provider offering high‑speed satellite internet and managed networking — with 800 agents handling 200,000 calls monthly and over 3,000 quality evaluations per month — faced fragmented quality systems, heavy manual administration, limited reporting and speech analytics, and low confidence in new solutions. The team chose NICE Quality Central Insight (QCI) and NICE Value Realization Services (VRS) to centralize quality, gain actionable VoC insights, and streamline workflows.

VRS configured QCI, delivered training and weekly advisory support to build workflows and queries, automating evaluation assignments and reporting. The result: evaluations dropped from 25 to 9 minutes (64% faster), evaluator assignment effort fell 94%, interaction assignment prep went from 5 hours to 10 minutes, and the program realized $453,000 in annual savings — with centralized data, real‑time dashboards, better coaching, and improved analyst, supervisor and agent satisfaction.