Case Study: Swedish Rail achieves 52% reduction in after-call work and 17% lower average handle time with NICE Systems' CXone

Swedish Rail Inspires Advisors to Deliver Outstanding Performance with CXone

Swedish Rail, which operates long‑distance and regional services linking Stockholm with Copenhagen, Oslo and other Scandinavian cities, handles about 800,000 customer interactions a year across two contact centers and 1,200 daily departures. The two service locations used different contact‑center platforms—one on NICE CXone and the other on Solidus (Mitel)—leading to poor reliability, limited channels (phone and email only), weak reporting and no real‑time visibility into overall performance.

Swedish Rail engaged Webhelp to standardize both centers on NICE CXone, deploy omnichannel routing and roll out CXone Performance Management dashboards (BOOST) and gamification to unify KPIs, empower advisors and drive continuous improvement. The unified solution delivered real‑time visibility, standardized metrics and higher engagement, producing a 52% reduction in after‑call work, a 17% drop in average handle time, a 2% lift in agent knowledge and improved customer satisfaction.

Swedish Rail

Erik Erlandsson

Head of Support and Development