www.NICEinContact.com About Empire Today Empire Today is an Illinois-based home improvement and furnishing company specializing in carpets, flooring and window treatments for commercial and residential customers. Located in El Paso, Texas, its contact center has 200 inbound and 100 outbound agents who handle approximately 50,000 calls each week. Inbound agents schedule appointments and provide customer ser- vice support, including handling warranty claims. Outbound agents make sales- related calls, including following up on cancelled appointments. The Challenge Prior to implementing CXone, Empire Today used an out-of-date Cisco on- premises system. The Cisco licenses were coming up for renewal, with a pro- jected cost of over $1 million to upgrade all of the hardware and software. “I

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