Case Study ON THE NICE SOLUTION ABOUT MONEYGRAM MoneyGram International is a global provider of money transfer services with approximately 350,000 locations in 200 countries and territories. The com- pany is trusted by tens of millions of consumers across the globe for afford - able, reliable, and fast money transfers. THE CHALLENGE MoneyGram has a mix of 300 internal and 1,300 outsourced representatives based in 13 locations around the world, including the U.S., Italy, Bulgaria, Nicaragua, Morocco, China, India and the Philippines. The team services over 13 million calls annually. Their old on-premises system no longer met their needs due to frequent downtime and lack of integration with other systems. Doug Klees, Head of Customer Care, explains, “The lack of integration was a big

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