Case Study: Major Retailer Company achieves $5M in cost savings and improved customer experience with NICE Systems

Retailer Builds on Customer Relationships

An iconic, nationwide retailer with more than 150 years in business and a growing omnichannel presence (stores, online and mobile) needed to sharpen its customer experience as e-commerce rose and brick-and-mortar sales declined. To remain competitive and boost satisfaction while improving operational efficiency, the company launched a technology initiative in 2016 to better understand customer needs and deliver more personalized, seamless service.

The retailer deployed Mattersight’s Predictive Behavioral Routing to match callers (via ANI and behavioral profiles) with the best available agents. PBR expanded from 425 to 1,800 agents across three sites in 70 days and supports nearly 5,000 agents in peak season; it has routed 5.6M calls, saved 60+ seconds per routed call, produced a 6% net reduction in average handle time, generated $5M in cost savings (with $7.5M projected annually), improved CSAT, and required minimal change management.