Case Study: Republic Services achieves 33% reduction in negative customer sentiment and 30% fewer repeat calls with NICE Systems' Enlighten AI

Republic Services Operationalizes its Customer Focus with Enlighten AI for Customer Satisfaction

Republic Services, the U.S. waste-management company serving 14 million customers with 40,000 employees and 1,200 contact-center agents, shifted from largely manual customer support to a customer-first operating model. The organization lacked consistent tracking, quality and knowledge management, and coaching programs, which drove high attrition, missed insights, poor sentiment, and repeat calls.

Partnering with NICE, Republic Services deployed Enlighten AI for Customer Satisfaction, Interaction Analytics and NICE Quality Management to automate omnichannel analytics, objectively score agent soft skills, and enable targeted coaching and regional interventions. Within months the company drove a 120% increase in coaching actions, a 30% reduction in repeat calls, a 33% drop in negative-to-extremely-negative sentiment, lower handle and non-talk times despite higher seasonal volume, and measurable improvements in agent performance and retention.

Republic Services

Morgan Gray

Sr. Manager Customer Experience Field Management