Case Study: Radisson Hotel Group achieves global scalability, 25% cost reduction and 20% improved agent utilization with NICE Systems' CXone

Radisson Contact Centers Achieve Global Scalability and Operational Efficiency with CXone

Radisson Hotel Group, a global hospitality company with more than 1,400 properties and a 24/7 contact center footprint handling 2.8 million calls and 1.5 million emails annually across 16 languages, needed a modern, scalable contact center platform to unify its 250 agents (including multiple BPO partners), improve omnichannel efficiency, and future‑proof operations after outgrowing its legacy system.

Radisson implemented NICE CXone—including omnichannel routing, workforce management, quality management, chat/email, and API integrations—enabling rapid global expansion, unified BPO management, and faster system updates. Results included a 25% reduction in costs, 20% increase in agent utilization, 15–20% improvement in quality scores, a 5–7% rise in customer satisfaction, 100% voice capture (30% screen capture), and quicker deployment of new BPOs.

Radisson Hotel Group

John Zurn

Senior Director of Global Reservations and Customer Care