A global leader in hearing health care operates more than 10,000 clin- ics in 29 countries, serving more than 5 million customers around the world. Most of the company’s worldwide contact centers are out- sourced, with the exception of three company-owned sites in Australia, New Zealand and the U.S. The agents make outbound calls to potential customers, with the goal of booking appointments at the company’s retail stores for hearing- related assessments and services. The Challenge Before CXone, the company’s New Zealand and Australia locations each struggled with outdated contact center solutions. The New Zealand contact center used a softphone that didn’t support automated outbound dialing, and it couldn’t report on performance. As the company’s presence in New Zealand grew, the sof

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