Customer Stories

With CXone, Coast Capital and ECSI Maintain Business Continuity in ‘Perfect Storm’

Overview

As financial services providers, both Coast Capital in Canada and ECSI in the U.S. were designated “essential” during the coronavirus pandemic. Both companies leveraged NICE CXone solutions to quickly transition agents to working from home, manage rising levels of calls and stay connected with customers during a time when they most needed support.

Customer Stories

Advanced Chat and Cobrowse for ESCI (PDF) | Call Center Software

Students love chat. Agents love chat. Abandon rates and stress levels dropped. Productivity soared, and satisfaction rose on all fronts. That’s what ECSI, the nation’s largest student loan servicer, found when it moved to NICE CXone’s CX cloud CX platform and implemented its Advanced Chat for CXone, among other products.  

Customer Stories

With CXone, Coast Capital continues expansion against all odds

Had Coast Capital stayed with its old on-premises contact centre system, the emerging coronavirus pandemic would have derailed its plans to expand throughout Canada. But having moved to the CXone unified cloud platform, the credit union not only continued its expansion but also transitioned agents to working from home, enabling its Advice Centre to field increasingly high call volumes and improve efficiency and productivity.

Customer Stories

Coast Capital keeps it personal when ensuring business continuity

Coast Capital Savings ensures business continuity, responds to citizens across Canada, grows workforce and ensures Agent safety and security as their highest priority – all while putting technology on the back burner.