Case Study: Telecom Leader Automates Agent Company achieves 25% reduction in after-call work and $1M annual savings with NICE Systems’ Enlighten AutoSummary

Telecom Leader Automates Agent Notetaking With Enlighten AutoSummary

A leading U.S. broadband and cable provider with about 4,000 agents handling 20 million calls a year struggled with time-consuming, error-prone manual agent notetaking that increased after-call work (ACW), average handle time (AHT), repeat contacts, and customer frustration—costing roughly $4.2 million annually and limiting agents’ ability to focus on customers.

The company deployed NICE Enlighten AutoSummary—an out-of-the-box AI solution that captures intents, actions, outcomes, and sentiment for 100% of interactions—automating notes and surfacing contextual summaries for follow-up agents. Results included a 25% reduction in ACW time, about $1M in annual ACW cost savings, improved agent productivity, lower AHT and repeat contacts, and a better customer experience.