Case Study ON THE NICE SOLUTION ABOUT One of the most recognized online retailers employs over 500 contact center agents across three locations. The agents handle over one million inbound interactions annually, with most relating to orders and products. CUSTOMER PROFILE A leading online retailer selling home décor and improvement products. NICE CXONE SOLUTIONS y CXone Omnichannel Routing y CXone Workforce Management y CXone Quality Management y CXone APIs RESUL TS ACHIEVED y Improved system uptime to 98% y Boosted agent productivity y Improved the customer experience y Increased agent job satisfaction y Improved real-time adherence “With CXone, we’ve increased productivity and efficiency while ensuring that our support teams and customers have the best possible experienc

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