Case Study: TSYS boosts customer experience and raises NPS by 19 points with NICE Systems

TSYS - Customer Case Study

TSYS, a global payment solutions company and business process outsourcer handling 7.7 million annual calls with 2,000 agents, needed to move from simple call recording to a deeper understanding of caller sentiment. The goal was to improve the caller experience, categorize calls for better insight, supply BPO clients with actionable customer-state information, and raise Net Promoter Scores.

TSYS deployed NICE’s suite (Interaction Management, Voice of the Customer, Interaction Analytics and Workforce Management) to run after‑call surveys, integrate feedback into reporting, and build lexicons for call classification and repeat‑caller detection. That enabled root‑cause analysis and policy changes, driving measurable gains: one client’s NPS rose 19 points, several clients’ NPS now exceed industry averages, and dissatisfaction in a key service area fell from 26% to 5%.

TSYS

Anthony Chang

Business Analyst