Case Study: FamilySearch achieves a unified global multi‑lingual at‑home workforce and $60K annual savings with NICE Systems' inContact

Worldwide Organization Enables Multi-Lingual At-Home Workforce and Saves 60K a Year

FamilySearch, the world’s largest genealogical organization, supports a global, multi-lingual at‑home workforce of about 1,500 volunteers—many in their 70s—with limited computer experience. Facing 24/7/365 call volume, restrictive budgets and complex language-routing and monitoring needs, the nonprofit needed a simple, cost‑effective contact center solution that could be trained quickly and scaled worldwide.

By adopting inContact’s cloud ACD and WFM tools, FamilySearch unified its dispersed agents on one easy-to-use platform, enabled real-time monitoring and precise forecasting, and ensured callers reach agents with the right language skills. The solution runs with a single IT specialist, improved system reliability and call quality, and delivered approximately $60K in annual savings.

Family Search

Penny Devey

Manager of Tools and Technology, FamilySearch