Case Study: Sunrun achieves faster, more accurate customer service with NICE Systems (CXone)

Sunrun Transforms Customer Service with NICE inContact

Sunrun, the nation’s largest residential solar and energy services company, faced contact-center challenges that hurt customer experience: inefficient IVR routing, misrouted service calls into sales, elevated handle times and staffing pressure. The company needed a more intelligent, omnichannel way to route and manage interactions to improve accuracy and efficiency.

Sunrun deployed the NICE CXone suite — including Omnichannel Routing, Workforce and Performance Management, Feedback Management, Personal Connection and Salesforce integration — to redesign its IVR and optimize routing and agent workflows. The changes cut average handle time by 5%, saved the equivalent of two full‑time employees, reduced service-to-sales misroutes by 20% and lowered overall misrouted service calls by 11%, improving operations and customer experience.

Sunrun

David Ernest

Manager Contact Center Operations