Case Study: Tbaytel achieves a 149% Net Promoter Score increase and major CX improvements with NICE Systems' CXone

Tbaytel Leverages CXone to Capture Customer Feedback, Transforms Voice of the Customer Program with 149% Increase in Net Promoter Score

Tbaytel, a 110‑year‑old telecommunications provider in Northern Ontario and the largest independently owned carrier in Canada, struggled to deliver differentiated customer service because its legacy on‑premises ACD and standalone survey tool lacked integration, customization and real‑time reporting. Agents had to manually transfer customers to the survey platform, limiting survey completion and visibility into agent performance, while the contact center also needed multichannel support, easier IVR management and lower maintenance costs.

Tbaytel moved to NICE CXone—deploying omnichannel routing, IVR, chat, email, feedback management, callback and real‑time reporting—so surveys are integrated, callbacks and self‑serve IVR reduce agent load, and leaders can monitor and coach in near real time. The change drove major gains: a 149% increase in Net Promoter Score, a 96% rise in post‑call survey score, 93% first‑call resolution, 8% of inbound calls handled by self‑serve IVR, an 8% increase in callback take rate and improved survey participation and operational efficiency.

Tbaytel

Brenda Di Franco

Director of Customer Care