www.NICEinContact.com About A well-known global electronics manufacturer has a strong focus on delivering an outstanding customer experience. Its 400 contact center agents provide sup- port 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. 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 flexibility,” ex- plains the director of customer care. “Everything was patched together, and the lack of modern functionality meant we couldn’t respond

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