Case Study: TTEC achieves 159% higher agent revenue and major efficiency gains with NICE Systems (Nexidia Analytics)

Speech Analytics Meets Sales Excellence with TTEC and Nexidia

TTEC is a global customer experience technology and services provider with roughly 49,700 employees—over 40,000 of them contact center agents—delivering digital consultancy and engagement services for major brands. Faced with a complex, large-scale and highly variable operations footprint, TTEC needed omnichannel support, richer analytics, better sales performance and faster agent insights, but existing speech-analytics tools couldn’t keep pace or deliver scalable, actionable intelligence.

TTEC implemented NICE’s integrated suite (Nexidia Analytics, Engage, Desktop Analytics and Desktop Automation), including a triple-record 100% call-capture solution and unified dashboards for rapid analysis, targeted coaching and real-time optimization. The deployment drove major outcomes: 159% increase in average agent revenue, 360% higher sales production during nesting, an 833% increase in first-week sales, an 84% reduction in after-call work and 30% savings on long-term archiving, while enabling consistent coaching and measurable VoC/VoA insights.

TTEC

Barbara Wingle

VP Insights and Analytics