Case Study: UPC Netherlands reduces Average Handling Time and boosts sales conversions with NICE Real-Time Process Optimization (NICE Systems)

UPC - Customer Case Study

UPC Netherlands, a Liberty Global cable and media provider serving over 2.1 million households, sought to boost customer satisfaction, operational efficiency and profitability by improving the quality of its call center interactions. UPC needed faster time-to-market for initiatives and a way to reduce Average Handling Time (AHT) while increasing service-to-sales conversion, but its existing CRM wasn’t designed to drive context-sensitive agent interactions.

By deploying NICE Real-Time Process Optimization (RTPO), UPC gave agents real-time, context-aware guidance, automated IVR-based fault diagnosis, integrated customer credit checks and streamlined technician dispatching, all feeding back into legacy systems. The implementation cut AHT by more than 20 seconds, drove nearly a 40% increase in sales-promotion and service-to-sales conversions, and delivered ROI in under six months, enabling agents to focus more on customers and less on procedures.

UPC

Marco Vianen

Vice President, Customer Operations