Case Study: United Language Group achieves FedRAMP compliance, faster interpreter connections, and scalable growth with NICE Systems' CXone

United Language Group Drives Growth with Flexibility, Customization, and Responsiveness with CXone

United Language Group (ULG) is a 35+-year language services provider supporting 250+ languages and thousands of interpreters and agents worldwide. As customer needs and federal security requirements evolved, ULG’s legacy PSTN-based contact center became a growth bottleneck—limiting customization, scaling, call quality, and FedRAMP compliance—so the company sought a modern, secure platform to reduce friction between callers and interpreters.

ULG migrated to NICE CXone after a six-month planning and training program, retooling internal developers and configuring thousands of agent skills and 3,300+ dial-in numbers. The FedRAMP-certified solution delivered faster, more stable connections and richer analytics: IVR-handled calls rose from 40% to 65%, average interpreter connection time fell by 25%, billing accuracy improved from 69% to 89%, and ULG now leverages 15+ million monthly connect minutes to drive efficiency and new service opportunities.

United Language Group

James Dodson

Executive Vice President of Interpretation