Case Study: Vera Bradley achieves a 75% reduction in call abandonment and boosts employee engagement with NICE Systems’ CXone

Vera Bradley creates an effortless experience for customers with CXone

Vera Bradley, a designer of women’s handbags and travel items with roughly 60 customer service reps handling over 250,000 interactions a year, was constrained by a nine‑year‑old on‑prem contact center. The legacy system produced poor reporting, high call abandonment (as high as 30%), demoralized agents, and lacked a secure PCI‑compliant way to take payments without exposing agents.

After evaluating vendors, Vera Bradley implemented NICE CXone’s cloud platform, enabling secure IVR payments, robust reporting, workforce management and a work‑from‑home program. The move cut abandonment by 75%, reduced weekly reporting time by 97%, boosted productivity by over 10%, increased engagement 15% while cutting attrition 10%, raised NPS 2.7 points and CSAT by 3 points, and delivered cost and continuity benefits (including $60,000 saved and three FTEs reduced).

Vera Bradley

Susan Campbell

Director of Customer Experience