Online Education Company Boosts Service Levels 25 Percent with NICE inContact CXone About the Company A fast-growing, online education company created an innovative web- based curriculum for professionals that includes pre-licensing, post- licensing and continuing education courses in their industry. The com- pany’s omnichannel contact center employs 30 agents who answer 20,000 calls, 20,000 chats and approximately 5,000 emails from stu- dents each month. The Challenge Although the company maintains an intense focus on innovation, it was difficult for its contact center to keep pace because it was using outdated, premises-based software called MXIE and a collection of non-integrated tools. The company couldn’t get accurate data from MXIE and had no ac- cess to workforce managemen

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