Case Study ON THE NICE SOLUTION 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 service support, including handling warranty claims. Outbound agents make sales-related calls, including following up on cancelled appointments. CUSTOMER PROFILE Empire Today is an Illinois-based home improvement and furnishings company specializing in carpets, flooring and window treatments for commercial and residential customers. WEBSITE www.empiretoday.com NICE CXONE

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