Case Study: Webhelp Nordic achieves global multichannel support and standardized KPI visibility with NICE Systems (CXone)

Webhelp Nordic Drives International Growth with NICE CXone

Webhelp Nordic is a business process outsourcer operating across Sweden, Denmark, Norway, Finland and Latvia, supporting about 30 clients with roughly 1,000 agents in four languages. The company struggled with nine heavily customized on‑premises systems that were hard to maintain and upgrade and needed a cloud solution that could handle multi‑skill, multichannel routing to meet client demands for unified channel handling and better KPI visibility.

Webhelp migrated all agents to NICE CXone (omnichannel routing, email, chat, SMS, analytics and inView performance management), enabling global deployment, standardized reporting and agent gamification. The move reduced maintenance and upgrade costs, cut the number of agents required per customer, improved KPI visibility, satisfied multichannel expectations and delivered economies of scale as the business grows.

Webhelp

Per Valik

CIO/CTO