Case Study: Siemens achieves 500% pipeline growth and 80% faster agent training with NICE Systems CXone

Siemens Digital Industries Software Boosts Pipeline Opportunities 500% with CXone

Siemens Digital Industries Software operates a global contact center of 950 agents across 30 locations handling roughly 500,000 annual inquiries. The company faced fragmented, regionally inconsistent tools (agents using Skype, Google phone or cell), limited tracking and reporting, a U.S.-only chat solution, and complex routing across its extensive Xcelerator product portfolio—resulting in slow response times, inconsistent training and missed sales opportunities.

Siemens implemented NICE CXone’s omnichannel contact center (routing, chat, email and Salesforce integration) to standardize operations and offer customers real-time, multilingual channels. The centralized solution expanded one U.S. number to 12 toll‑free numbers/languages, delivered a global chat in 12 languages, cut new-hire training time by 80%, reduced average response time by 30%, lowered inbound abandons by 16%, increased opportunities sent to sales from phone by 38% and drove a 500% increase in pipeline opportunities in the first quarter after CXone Chat deployment.

Siemens

Josh Jennings

Global Director of Hub Sales