• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • EN
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
NICE - AI Customer Service Automation Solutions
  • NICE - AI Customer Service Automation Solutions×
  • Platform

    CXone Mpower Platform

    • Workflows

      Automate every service workflow

    • Agents

      Maximize agent performance

    • Knowledge

      Centralize data and knowledge

    Customer Service Automation

    • Platform Overview

      Complete AI Platform for service automation

    • Integrations & Hubs

      Seamlessly connect your business systems

    • Trust and Compliance

      Ensure secure, reliable, and compliant operations

    • Developer Portal

      Access APIs, SDKs, and resources for building

    • CXexchange Marketplace

      Discover partner solutions to extend capabilities

    • User Communities

      Collaborate, learn, and share best practices

  • Products

    Complete CX Offerings

    • AI for Customer Experience

      Purpose-built AI for unparalleled CX automation

    • Digital and Self Service

      Friction-free customer experiences driven by conversational AI

    • Workforce Engagement Management

      Robust applications to optimize the employee experience (WEM)

    • Journey Orchestration and Routing

      Seamless customer journeys across voice & digital channels

    • Agent Assist

      AI-driven tools for real-time agent guidance and coaching

    • CX Analytics

      Actionable insights to continuously enhance the customer experience

    • Open Cloud Platform

      Innovative cloud-native foundation to rapidly scale extraordinary CX

    • All CX Offerings

  • Solutions

    By Industry

    • BPO

      Business Process Outsourcers

    • Financial Services

      Customer experiences that count

    • Government

      Elevate citizen trust

    • Healthcare

      Healthy patient experiences

    • Insurance

      Secure policyholder experiences

    • Retail

      Delight customers where they shop

    • Telecom

      CX for Telecommunications

    • Travel and Hospitality

      Strengthen traveler and guest loyalty

    By Business Initiative

    • Transform Experiences with AI

      Identify behaviors that drive frictionless customer experiences.

    • Boost Customer Loyalty

      Improve customer loyalty on every interaction across the journey

    • Call Center Software

      Empower your agents to provide better experiences—on every channel.

    • Drive Digital Transformation

      Integrate digital technology at the center of the customer experience

    • Move to the Cloud

      Elevate experiences and efficiencies by moving operations to the cloud

    • Unify CX Touchpoints with AI

      Unlock total awareness for your business with purpose-built AI on a unified platform

    • Increase Operational Efficiency

      Leverage AI and automation to increase agent retention and reduce costs

    • Improve Compliance

      Protect your consumers with pre-built compliance solutions

    • Engage and Empower Employees

      Create a workplace of truly engaged employees

    • Proactive Customer Engagement

      Elevate customer satisfaction with proactive conversational AI

    • Grow Revenues

      Boost conversions and win rates to accelerate financial success

  • Services

    Contact Center Services

    • Business Consulting

      Partnership for successful transformations

    • Contact Center Training

      Tailored education delivered by CX experts

    • Customer Support

      Global support you can depend on

    • Professional Services

      Relevant expertise, tools and know-how

    • Implementation Partners

      NICE CXone certified implementation partners

  • Resources

    Resources

    • Resource Library

      Whitepapers, datasheets, demos and more

    • Self-Led Training

      Professionally developed training courses

    • Blog

      CX industry guidance by contact center experts

    • Analyst Perspective

      Contact center reports from third party analysis

    • Events

      Upcoming events and webinars

    • Glossary of Terms

      Detailed descriptions of industry-related terms

    • Frequently Asked Questions

      Contact center focused FAQ

    • Customer Stories

      Driving success in every customer story

    • CX & Contact Center Guides

      Expert insights for superior CX

    • On-Demand Webinars

      Browse our extensive webinar catalog

    • Interactive Product Tours

      Explore the complete CXone cloud platform with our instant self-guided product tours.

    • Why NICE? Video Series

      Step Inside The Room Where It Happened to see CX AI in action

  • Company

    About NICE

    • About Us

      Powering seamless experiences in the cloud

    • NICE Leadership

      Meet our global leadership and executive team

    • Careers

      View job openings and learn about our culture

    • NICE Trust Center

      Securing your trust with every interaction

    • Events

      Upcoming Events & Webinars

    • Market Leadership

      Discover why NICE is the market leader

    • Press Releases

      Find the latest updates from NICE

    • Investors

      Investors relations, reports and filings

    • Corporate Responsibility

      In a world where you can be anything, be NICE

    • Global Office Locations

      Interactive map of office locations worldwide

    • Media Center

      Media contacts and resources

    • EN
      • English
      • Deutsch
      • Français
      • 日本
      • 简体中文
      • العربية
      • 한국
      • Español
    • Get in Touch
      • Login
      • Status
      • Support
      • Partners
      • Pricing
      • Careers
      linkedinlinkedinlinkedinlinkedin
    • Home
    • Resources
    • Case Study: Global Electronics Manufacturer

    Customer Story

    • CUSTOMER PROFILE
    • THE CHALLENGE
    • THE SOLUTION
    • OPPORTUNITIES IDENTIFIED
    • What can NICE do for you?

    • VIEW A DEMO

    Company

    • About Us
    • Careers
    • Global Leadership
    • Media Center
    • Investors
    • Awards
    • Global Office Locations
    • Contact Us
    • CCaaS
    • Customer Experience
    • NICE Public Safety
    • NICE Actimize
    • NICE RPA

    Partners

    • NICE Partners Overview
    • Developer Partners (DEVone)
    • CXone Partner Portal
    • NICE Help Partner Portal
    • NICE User Group

    Customer Support

    • Customer Support Overview
    • CXone Support Login
    • NICE Customer Support

    Want to Learn More?

    Join the Newsletter

    STAY CONNECTED

    linkedinlinkedinlinkedinlinkedin
    • Terms of Use
    • Site Map
    • Privacy Policy
    • Legal
    • Cookies Settings
    • Accessibility
    © 2024 NICE

    Case Study: Global Electronics Manufacturer

    Global Electronics Manufacturer Embraces Digital Customer Service with NICE CXone

    A well-known global electronics manufacturer has a strong focus on delivering an outstanding customer experience. Its 400 contact center agents provide support to consumers and service approximately 100,000 contacts monthly.

    View story

    CUSTOMER PROFILE

    THE CHALLENGE

    Prior to implementing CXone, the company used an on-premises, vendor-owned system. It was costly to update, required significant support and didn’t integrate with its other systems. “We were very shackled and had limited flex¬ibility,” explains the director of customer care. “Everything was patched together, and the lack of modern functionality meant we couldn’t respond to our customers’ changing needs.”

    As a result, the company struggled with inefficient processes. “All of our sys¬tems operated in silos,” he says. “Agents logged in to multiple systems, there was no integration— everything was manual, which negatively impacted the customer and agent experience.”

    In addition, the company’s BPO partners used dif¬ferent contact center systems. “The only insights we had into staffing were what our partners re¬ported. We wanted to verify how many agents they needed to staff, because our costs are based on it, but it wasn’t possible since we used different systems.”

    THE SOLUTION

    The company realized a complete overhaul was needed. It began by defining the criteria most critical in a new contact center solution, and the cloud was at the top of its list. “From the begin¬ning, we sought a cloud solution rather than on-premises,” explains the director of customer care. “We didn’t want the maintenance associ¬ated with on-premises nor the high costs.”

    The list was narrowed to three vendors, and NICE CXone quickly rose to the top. “The user function¬ality of CXone is significantly ahead of the competition. Other vendors just don’t have that edge—they’re more complex and cumbersome. CXone is also competitively priced, and it has a wide breadth of functionality that we could grow into. If we wanted to add integrated SMS, for in-stance, we can easily do that.”

    OPPORTUNITIES IDENTIFIED

    Net Promoter Score Soars 20 Percent

    One of the company’s goals was to select a unified solution that could integrate with its other internal systems. “The benefits of using a unified platform, like CXone, are far-reaching. Eliminating multiple, disconnected systems made a major impact on our customer satisfaction and agent productivity.”

    Salesforce was also implemented at the same time as CXone so integration between the two solutions was critical. “CXone’s integration with Salesforce streamlines our customer service processes,” he says. “With CXone Agent for Salesforce, our agents no longer log into multiple systems—they can now do their work faster and more efficiently, because all the tasks they need to perform are in CXone.”

    “As a result, our average handle time fell 12 per¬cent and overall agent performance increased six percent. Customers have also taken notice as our Net Promoter Score rose 20 percent and overall customer satisfaction grew 9 percent!”

    Increased Agent Productivity and Efficiency

    CXone’s integration with Salesforce also has ben¬efited the agent experience. CTI integration and screen pops have streamlined interactions and made it easier, especially for agents that aren’t native English speakers, to communicate with customers. (Screen pops are dialog boxes that appear on the agent’s screen and display the caller’s information, such their name and address. The CXone Agent for Salesforce pulls the caller’s data directly from Salesforce and enables it to be displayed in CXone.)

    “The agents can easily validate the customer’s ad¬dress with the screen pops rather than asking them to repeat their information. It’s also very helpful for agents who aren’t native English speakers and may have difficulty understanding the language. The screen pops let the agents read the information and verify it rather than just hearing it verbally.”

    Since CXone runs in the cloud, agents can work anywhere in the world—they just need an internet connection and a browser. “With CXone, our agents can work from home—location is irrele¬vant. It’s also very easy to setup an agent to work remotely. That was a far more cumbersome pro¬cess with our old system.”

    Costs Fall 20 Percent with Operational Visibility

    The company required its BPOs to switch to CXone, including using CXone Workforce Management, in order to streamline processes and eliminate data gaps. “Before CXone, we relied solely on our BPOs’ reports—we didn’t have any visibility into how they were performing. Now we’re using common reports from CXone Workforce Management to better understand how they’re scheduling agents.”

    “It’s critical for us, because CXone Workforce Management establishes how many agents they’ll staff, and, accordingly, how much we’ll pay. It’s improved our operational visibility tremendously and reduced costs by 20 percent.”

    By implementing CXone, the global electronics manufacturer gained a unified contact center so¬lution, improved customer service, boosted the agent experience and dramatically enhanced op¬erational efficiency.

    Additionally, it now has the flexibility to satisfy its customers’ expectations far into the future. “We can continue to add functionality as needed, such as voice recognition or SMS. CXone can easily grow and flex to support our future needs.”

    “Our experience with NICE CXone has been terrific. The technical team was phenomenal. It’s a solution I highly recommend to any other contact center.”

    Additional Case Studies

    Telecom Leader Automates Agent Notetaking With Enlighten AutoSummary
    Case Studies

    Telecom Leader Automates Agent Notetaking With Enlighten AutoSummary

    Get case study
    Republic Services Operationalizes its Customer Focus with Enlighten AI for Customer Satisfaction
    Case Studies

    Republic Services Operationalizes its Customer Focus with Enlighten AI for Customer Satisfaction

    Get case study
    Torrens University Delivers Frictionless Experiences to Keep Students Engaged
    Case Studies

    Torrens University Delivers Frictionless Experiences to Keep Students Engaged

    Get case study
    View All Case Studies

    ON THE NICE SOLUTION

    “We felt shackled by our old on-premise system, because it didn’t have the flexibility we needed to grow. Today, thanks to NICE CXone, we have the tools we need now and into the future.”

    Global electronics manufacturer

    “The user functionality of CXone is significantly ahead of the competition. Other vendors just don’t have that edge— they are more complex and cumbersome.”

    Global electronics manufacturer

    Download PDF version

    Director of Customer Care

    Director of Customer Care

    Contact us

    If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.

    ABOUT

    A well-known global electronics manufacturer has a strong focus on delivering an outstanding customer experience. Its 400 contact center agents provide support to consumers and service approximately 100,000 contacts monthly. About 90 percent of the agents work for business process outsourcers (BPOs) and are located in the Philippines, El Salvador, India, the US and Canada.

    INDUSTRY

    Global electronics company that manufactures and distributes audio and video electronics and information technology products.

    NICE CXONE SOLUTIONS

    • CXone Omnichannel Routing
    • CXone Workforce Management
    • CXone Agent for Salesforce

    RESULTS ACHIEVED

    • 20 percent increase in Net Promoter Score®
    • 20 percent decrease in contact center costs
    • 12 percent decrease average handle time
    • 9 percent increase in first call resolution
    • 9 percent increase in overall customer satisfaction
    • 6 percent increase in agent performance

    Get Started with NICE

    Join the thousands of businesses who trust NICE to create exceptional customer experiences with purpose-built AI.

    Get a quote