With 6500 agents handling calls in 22 languages (IVR supports 50!) from 13 contact center locations, MoneyGram is a trusted resource for millions around the globe who need to transfer money. Customers count on MoneyGram to be efficient, responsive, fast and accurate. Until a couple of years, though, the company’s contact centers were fragmented, operating on different platforms, with uneven quality management. But with NICE inContact as its partner, MoneyGram moved to the CXone cloud customer experience platform and has deployed a number of CXone products, from workforce management to post-call surveys. The advantages have added up quickly. For example: Thirty different IVR applications have been consolidated into three, vastly improving the experience for agents and customers. And improved efficiency has reduced average handle time (AHT) by 30%, which has also reduced costs.
Case Study: SeaWorld | Call Center Resources
One central contact center in Orlando, with 125-300 (depending on the season) ambassadors, handles hundreds of thousands of calls from guests and prospective guests for the 12 parks that are part of SeaWorld Parks and Entertainment. So efficiency and responsiveness are critical to the company’s brand and its growth. Establishing a partnership with NICE inContact—and moving to the CXone cloud customer experience platform—has enhanced SeaWorld’s contact center performance and business outcomes: Call volume is up significantly; guest satisfaction scores and revenue continue to rise; and costs are down. Most importantly, with the confidence and quality NICE inContact has brought to the journey, SeaWorld has been able to renew its focus on taking care of its guests.
NICE inContact CX Transformation Benchmark - Study 2018 (PDF)
The results are in! Our 2018 CX Transformation Benchmark surveyed 2,400 consumers across the UK, US and Australia about their most recent customer service experiences, including 11 different channels, both agent-assisted and self-service — over 4,600 total interactions. What did we find out? Consumers expect more and they’re ready to buy more from companies that deliver a great experience every time.