Case Study: RentPath achieves greater contact center efficiency and strategic insights with NICE Systems (CXone)

With CXone, RentPath Supports Rental Offices with Peak Performance

RentPath, a provider of digital marketing and 24/7 virtual leasing and maintenance response for the rental housing industry, handles more than 100,000 monthly interactions across phone, chat, SMS and email. The company needed reliable, automated call routing to transfer unanswered community calls to its Live Response agents without complex workarounds—something their prior vendor could not support.

RentPath implemented NICE inContact CXone (omnichannel routing, quality management analytics, call and screen recording, workforce engagement), gaining a unified interface and robust routing. The solution doubled the number of calls evaluated monthly, improved service levels and quality scores, dramatically reduced agent wrap-up time, increased agent engagement, and delivered actionable insights via keyword and sentiment analytics while providing strong system reliability.

RentPath

Brandon Wade

Telecommunications Manager