MoneyGram has 300 internal and 1,300 outsourced contact center representatives based in 13 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 CXone, they unified all 13 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%.
NICE CXone Omnichannel Routing Brochure (PDF)
Seamlessly connect customers to the right agent across any channel with NICE CXone.
CXone Omnichannel Routing Helps NextGear Capital (Video)
NextGear Capital is the largest independent inventory finance company in North America, providing credit for dealers to purchase car inventory. With a customer base of more than 22,000 dealers, NextGear Capital also provides a robust array of services and support. Their contact center needed consistency and flexibility at multiple locations. Learn how they utilized NICE CXone to centralize their operations and create omnichannel options for their customers.
NICE inContact CXone Helps Webhelp Nordic Drive International Growth (PDF)
As part of global business process outsourcer (BPO) Webhelp, Webhelp Nordic services five countries: Sweden, Denmark, Norway, Finland, and Latvia. Before they switched to NICE inContact, they used an on-premise solution that was difficult to upgrade. Webhelp Nordic’s team of 1000 agents offer support in four languages, so they needed a cloud platform, like NICE inContact CXone, to support both multi-skill, multiple languages, and multiple channels. “Our customers want as many channels as possible such as social media, online chat, and SMS. NICE inContact satisfies their high expectations for multi-channel support,” says Per Vålvik CIO/CTO.