Case Study: TSYS achieves 7% call‑volume reduction, $567K annual savings and up to 20% higher NPS with NICE Systems' SmartCenter

TSYS - Customer Case Study

TSYS, a global electronic-payments provider with U.S. contact centers in Columbus, GA and Tempe, AZ, needed to boost operational efficiency and deliver better business intelligence to clients. Their existing mix of disparate contact-center software produced limited, unlinked customer feedback that couldn’t be tied to specific calls, agents or operations, preventing scalable improvements to service and net promoter scores.

TSYS implemented NICE SmartCenter — including IEX Workforce Management, Interaction Analytics, Customer Feedback, Quality Management and Interaction Management — to integrate recording, analytics, WFM and feedback across channels. The integrated solution tied feedback to transactions, improved forecasting and self-service, cut call volume 7% (saving $317,000/year), delivered an additional $250,000/year in client savings, increased IVR payment usage (one client rose from <20% to 40%), reduced live-agent time by 20% and boosted client net promoter scores by up to 20 percentage points.

TSYS

Amerigo De Vera

Manager, Customer Interaction Analytics