City Furniture Gets Deep Visibility into Performance with NICE inContact CXone About City Furniture City Furniture is one of the largest home furnishings and accent retailers in Florida, with 29 showrooms around the state. The company is expanding its presence, which has also resulted in rapid growth for its contact center. Over 120 agents handle a wide variety of interactions for both internal and external customers, including questions about furniture deliveries, warranty claims, e-commerce sales and more. The Challenge Before NICE inContact CXone, City Furniture used an on-premise Cisco system that consistently provided inaccurate information. “We had to pull manual reports ourselves and perform a lot of tedious workarounds to get the correct data to understand our agents’

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