www.NICEinContact.com About Ten percent of working Americans don’t have a checking account at a financial institution, which makes it difficult for them to deposit paper paychecks. As an alternative to traditional payroll methods, a financial services company offers employers the option of using debit cards to pay their employees – with no bank account needed. The company employs 50 contact center agents, handling over 20,0000 calls monthly. Those calls are mostly transaction questions, log-in issues or mobile app concerns. Call volumes peak on Fridays, when most employees are paid. The agents also support the company’s Facebook page by answering customers’ questions and monitoring feedback. The Challenge Before CXone, the company used an on-premises Mitel PBX phone system that

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