MoneyGram Unifies 11 International Contact Centers with NICE inContact CXone

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Overview

MoneyGram has 300 internal and 1,300 outsourced contact center representatives based in 11 locations around the world servicing over 13 million calls annually. Their old on-premises system no longer met their needs, because of frequent downtime and lack of integration with other systems.

With NICE inContact CXone, they unified all 11 contact centers on one solution, which boosted agent productivity, simplified maintenance, increased interactions’ quality, and resulted in greater system stability. They also reduced average handle time by 30% and call transfers by 5%.