Case Study: Tripadvisor achieves global CX consolidation and multi‑million‑dollar savings with NICE Systems (NICE CXone)

Tripadvisor Creates a Package Deal for Global CX

Tripadvisor, the world’s largest travel guidance platform serving hundreds of millions of users across 190 countries with more than 2,000 agents and 28 languages, faced a fragmented global contact-center environment built from acquisitions and disparate technologies. That patchwork caused operational inefficiencies, inconsistent customer experiences, rising overhead and limited ability to scale or shift quickly to home‑based operations.

Tripadvisor consolidated customer support and telesales onto NICE CXone, migrating over 2,000 agents in 12 months to a single omnichannel platform that unified systems and workflows. The change cut IVR interactions from 7 to 2, improved first‑call resolution and handle times, delivered a Customer Effort Score above 70, sped new user creation by 63%, reduced vendor contracts from 17 to 3, and generated multi‑million‑dollar savings while enabling rapid scaling and remote work.

TripAdvisor

David Fox

Senior Director Global Telecoms Services