DSW was growing fast, but its outdated on-premises Genesys system was unstable and difficult to customize. It also wasn’t an omnichannel solution, which meant DSW managed multiple tools for each channel.
With CXone, DSW now has a unified cloud platform that enabled it to cost-effectively bring on three overseas business process outsourcers (BPOs) to optimize its operations. DSW also uses post-call surveys to ensure customers are receiving outstanding support. The switch to CXone has paid off: the company achieved 90% customer satisfaction.
Call center feedback management
See how NICE CXone Feedback Management delivers immediate comprehensive voice of the customer insights.
A powerful agent Interface
Help your agents provide a seamless omnichannel customer experience with one powerful interface for all tools and channels.
CXone Reporting - Call Tracking Metrics (PDF)
CXone Reporting guides smarter, more informed decisions with real-time and historical insights on key business metrics and trends through fully integrated reporting and data access tools. Get immediate value out-of-the box and ready access to the full range of NICE CXone data elements.