Case Study: Vera Bradley achieves digital-first omnichannel transformation and 70% reduction in call abandonment with NICE Systems (CXone)

Vera Bradley Embraces Digital-First Omnichannel with NICE CXone

Vera Bradley, the Roanoke, IN–based retailer of handbags and accessories, faced a fragmented, on‑premises contact center with siloed channels, limited reporting, manual scheduling and occasional outages that hurt the customer experience. With voice contacts falling to roughly 34% and rising demand for digital and self‑service options, the company sought a cloud, digital‑first omnichannel solution to improve stability, reporting, PCI compliance and agent flexibility.

Vera Bradley implemented NICE CXone (omnichannel routing, IVR, workforce and performance management, BI dashboards and more) to consolidate channels, enable hybrid work, expand self‑service and motivate agents through gamification. The platform now handles over 200,000 annual inquiries, cut call abandonment by 70%, saved $50,000 yearly via IVR resolutions and about $1 million annually through schedule optimizations (23.5 hours/week), while improving CSAT and internal engagement as the company continues its digital‑first, AI‑enabled strategy.

Vera Bradley

Susan Campbell

Director, Customer Experience