Enterprise Case Studies
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Open in new tab Updater Case Study
Customer: Updater
Industry: Managed Application & Network Services
Challenges: Limited Visibility into Daily Performance & Manual Reporting Processes
Solution: CXone Performance Management
Results: Cost-Per-Acquisition lowered by 25%, Net Revenue Per Call increased by 40%, Net Promoter Score increased by 80%
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Updater Case Study — Automated Proficiency Based Routing
Customer: Updater
Industry: Managed Application & Network Services
Challenges: Manual and Tedious Proficiency Routing
Solution: CXone Performance Management Automated Proficiency-Based Routing Feature
Results: Order Conversion Rate Increased by 10%
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Moneygram Case Study
Customer: Moneygram
Industry: Financial Services
Challenges: Inconsistent Data, Delayed Reporting, Unreliable Information
Solution: CXone Performance Management & Gamification
Results: 25 second decrease in AHT, Outperformed AHT goal by 7%
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MoneyGram Case Study
Customer: MoneyGram
Industry: Financial
Challenges: Inconsistency in the data, delay with reporting, lack of real time reporting, and hard to manage big data.
Solution: CXone Performance Management
Results: 25 second reduction in AHT, Increase in Employee Engagement
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Webhelp Case Study
Customer: Webhelp
Industry: Business Process Outsourcer (BPO)
Challenges: The Webhelp team was using tools and processes that left room for man-made error. Because of the inefficiencies, agent engagement was consistently low
Solution: CXone Performance Management & Gamification
Results: Employee Engagement Award in Las Vegas in 2019 as a result of improvements in average handle time (AHT) and Customer Service Issue (CSI).
SMB Case Studies
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Appriss Case Study
Customer: Appriss
Industry: Background Screening
Challenges: Delayed Data Access, Disengaged & Frustrated Employees
Solution: CXone Performance Management & Gamification
Results: Went from 30% of employees achieving a 4.5/5 on scorecard to 60%
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Vera Bradley Case Study
Customer: Vera Bradley
Industry: Retail & Ecommerce
Challenges: Disengaged Employees, Delayed Reporting, Delayed Coaching & Communication
Solution: CXone Performance Management & Gamification
Results: Went from 20% attrition one year to 0% attrition the following year & increased productivity 10% to 30% per agent
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Check Into Cash Case Study
Customer: Check Into Cash
Industry: Financial Services
Challenges: Manual Data Aggregation & Unproductive Agents
Solution: CXone Performance Management & Gamification
Results: 68% Reduction in ACW & 40% Reduction in AHT
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Direct Interactions Case Study
Customer: Direct Interactions
Industry: BPO (Fully Remote Workforce)
Challenges: Manual Data Aggregation & Unproductive Agents
Solution: CXone Performance Management & Gamification
Results: 68% Reduction in ACW & 40% Reduction in AHT
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Franklin Covey
Customer: Franklin Covey
Industry: Education & Training Services
Challenges: Low Productivity & Unmet Sales Goals
Solution: CXone Performance Management
Results: 61% Increase in Revenue Per Call, Average Order Size increasing by $20
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Pinnacle Treatment Center
Customer: Pinnacle Treatment Center
Industry: Healthcare
Challenges: Manual Reporting & Disjointed Information & Poor Visibility into Agent Performance
Solution: CXone Performance Management & Gamification
Results: PTC’s Service Level has improved by 10%, representative Calls Per Hour has improved 9%, Avg, After Call Work has dropped over 50%, and Unavailable Time has declined almost 10%