With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality. The move to NICE inContact and the CXone cloud platform came soon thereafter.
“It was a no-brainer,” said Philip Bennett, Empire Customer Service Operations Manager.
By the time the home improvement and furnishings company made the switch, there had been plenty of frustrations with the old system. Even the smallest of changes took a long time, and streamlining some IVR menu items, for example, took more than a year. The contact center lacked modern features and functionality and didn’t have skills-based routing or dashboards. There was no visibility into performance, and creating reports required the use of a third-party product.
Empire launched a search for a contact center provider that could deliver flexibility, scalability, functionality, robust analytics, reporting, visibility and quality management. They also sought s provider that could grow and evolve with the company. One vendor—NICE inContact—quickly rose above the other nine competitors—an obvious choice, Phil says, because of its experience in the contact center space.
Happily, Philip and Empire Today got their wish list—and more—including some welcome new functionality. While wait times had historically been a problem for Empire, two new features quickly reduced wait times and abandon rates: skills-based routing and the callback feature. And having the flexibility to quickly set up disaster recovery anywhere and support agents remotely has definitely given Phil some peace of mind and additional sleep.
Empire Today now? Improved efficiency. Check. Increased customer satisfaction. Check. More employee engagement, Check, check. Results that continue to improve—again, check.
Philip says that in all these ways, CXone has taken Empire Today to the next level. “I highly recommend CXone to any contact center.”
To learn more on how Empire Today is using CXone to improve their processes and customer experience, see our case study.