CASE STUDY About Signify Signify is the world leader in conventional, LED and connected lighting solu- tions for consumers and professionals. Headquartered in the Netherlands, the company has developed innovative lighting solutions for over 100 years. Signify’ s customer service teams are distributed among five multilingual hubs across EMEA, APAC and Puerto Rico. The goal of the 180-agent team is to provide first-class customer service 24x7 to Signify’s global customer base. They handle over 1.5 million interactions annually via phone, email, chat and webforms. The agents work for Webhelp, a global customer experience and business solutions provider. Webhelp, a long time user of NICE CXone, also served as Signify’s CXone implementation partner. The Challenge The previous system coul

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