Case Study: Superior Contact (a TelNet Worldwide company) achieves 100% uptime and SLA compliance with NICE Systems (NICE inContact CXone)

Superior Contact Satisfies SLA Needs for Multiple Clients with NICE inContact

Superior Contact, a TelNet Worldwide contact center with about 100 agents (including 20 remote workers), provides sales, technical support, and business process outsourcing. Facing a major new client and rapidly growing call volumes, its premise-based TouchStar system lacked scalability and reliability, threatening SLA commitments and business growth.

By moving to NICE inContact CXone—using omnichannel routing, skill-based routing, reporting, chat, email and cloud telephony—Superior Contact achieved 100% uptime, met multiple clients’ SLAs, and enabled agents to work remotely. The change improved agent utilization and retention, delivered better visibility into KPIs, streamlined omnichannel handling, and gave the company the scalability and reliability needed to grow.

Superior Contact / TelNet Worldwide

Gretchen Green

IT Manager