Case Study: Syntech achieves a fully digital, remote-ready contact center with NICE Systems CXone Mpower

Syntech partnered with NiCE to implement CXone Mpower

Syntech Systems, a fuel management and fleet automation provider for municipalities, government agencies, and private fleets, was struggling with a legacy on-premises contact center that lacked remote access, workforce management, and integrated quality monitoring. Manual scheduling, handwritten QA tracking, and disconnected reporting data were creating inefficiencies and slowing decision-making.

Syntech partnered with NICE Systems to implement the NICE CXone Mpower platform, including Workforce Management, Quality Management, and Performance Management. The cloud-based solution automated reporting, added real-time dashboards, and enabled 100% remote capability for agents, delivering better scheduling flexibility, improved data visibility, and faster reporting while transforming operations into a fully digital, scalable environment.

Syntech

Russell Allen

Customer Service Manager