Case Study: ScS reduces call abandonment by 50% and cuts overall contacts 29% with NICE Systems' CXone

ScS Successfully Overhauls Contact Center Operations with CXone

ScS, a UK furniture and flooring retailer with 98 stores and 200 contact-center agents, centralized customer service across three centers in 2019 but quickly became overwhelmed by a COVID-driven surge in contacts. Lacking analytics, quality management, and unified tools to handle seven channels and hundreds of back‑office workflows, the company needed a scalable, integrated solution to improve efficiency, first‑call resolution, and career paths for agents.

ScS implemented the NICE CXone suite—omnichannel routing, workforce management, quality management, analytics, and an automated dialer—integrating 257 back‑office processes and enabling skills‑based routing and improved remote working. The rollout cut average speed of answer by roughly 267 seconds, reduced call abandonment by 50% and overall contact volume by 29%, improved agent productivity by 10%, sped up web chat by 26%, and delivered better first‑call resolution and forecasting.

ScS

Dan Bennett

Director of Customer Experience