Case Study: Signify achieves 70% faster end-to-end support lead time with NICE Systems CXone

Signify Improves Same-Day Resolution With Cxone

Signify, the world leader in connected lighting, ran a 180‑agent, multilingual support operation across five global hubs handling 1.5M+ interactions per year. Their legacy on‑premises contact‑center system created frequent downtime, complex maintenance, limited failover between sites, and manual ticketing that slowed agents and hurt morale, preventing reliable 24x7 service and consistent reporting.

Working with Webhelp, Signify moved to the NICE CXone cloud (omnichannel routing, performance and quality management, and APIs) to centralize contact centers, eliminate on‑site hardware and VPNs, and integrate CRM for automatic ticketing. The change delivered a 70% reduction in end‑to‑end support lead time, a 31% rise in logged tickets, a 13% increase in same‑day resolution, reduced handle times, improved responsiveness and monitoring, and dependable 24x7 global uptime—boosting agent morale and customer satisfaction.

Signify

Luite van Zelst

Global Vendor Manager