Global lndustrial Boosts Customer Satisfaction and Employee Experience with NICE inContact (Case Study)

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Overview

Despite selling thousands of industrial equipment and supplies to businesses throughout North America, Global Industrial found it wasn’t necessarily delivering when it came to customer service and satisfaction, thanks to an outdated on-premise contact center system. But moving to NICE inContact and its CXone cloud customer experience platform changed all that. Now armed with key insights and metrics from CXone analytics and reporting, Global Industrial has raised the bar on its customer experience. With efficiency up and key call measures down, customers are responding with increased satisfaction.