Case Study: EE achieves an 88% drop in repeat calls and 230% NPS increase with NICE Systems' analytics and workforce management solutions

Unified Suite of Solutions Benefits Customers and Employees

EE, part of the BT Group, is the UK’s largest mobile and fixed digital communications provider, serving over 31 million connections with roughly 6,500 contact center agents handling about 52 million annual contacts. After merging legacy operations from EE, Orange and T‑Mobile, the company faced fragmented workforce systems, time‑consuming complaint handling, no way to predict or prioritize high‑risk calls, and limited, inconsistent access for agents to their own performance data.

EE deployed NICE’s unified suite—recording, interaction analytics, workforce and performance management and real‑time tools—across six sites for about 6,000 agents, automating call analysis, surfacing priority complaints, and empowering agents to self‑manage shifts and performance. Within months and over a year this drove an 88% drop in repeat contacts, a 23% rise in first‑call resolution, a 230% increase in NPS, a 15% reduction in headcount from admin savings, and a 46% increase in employee satisfaction.

EE

Simon Moran

Intelligence Manager