Case Study: Vera Bradley achieves stronger customer and employee engagement with NICE Systems' CXone

Vera Bradley Strengthens Customer and Employee Ties with NICE CXone

Vera Bradley, a retailer of handbags, luggage and accessories, operated a 70‑agent contact center on an outdated on‑premise system that lacked real‑time visibility and required heavy IT support. The company sought a cloud solution to support work‑from‑home flexibility, improve customer experience, simplify operations, and increase employee engagement and retention.

By deploying NICE CXone with workforce, quality and performance management, Vera Bradley added co‑browsing, agent assist, dashboards and gamified incentives to its contact center. The changes drove major gains — including a 90%+ drop in call abandonment, a 3.1‑point increase in NPS, higher satisfaction across voice and chat, reduced turnover and time‑off requests, and far better operational visibility without IT intervention.

Vera Bradley

Susan Campbell

Director, Customer Experience