Case Study ON THE NICE SOLUTION ABOUT TRUGREEN A green lawn is a healthy lawn, and over 2.3 million residential and commercial customers across the U.S. trust TruGreen to keep theirs in top shape. A highly seasonal business, TruGreen has a contact center staff that fluctuates between 500 and 3,000 agents. They work in three major call centers across the country and in smaller, regional “telecenters,” fielding up to 100,000 phone, email, chat and SMS interactions each day during the busy summer season. During the slower winter months, the number of interactions falls to about 30,000 daily. THE CHALLENGE Before NICE CXone, TruGreen’s busy contact center used an on-premises Cisco platform that was unreliable, inflexible and difficult to scale. Senior Voice Engineer and Enterprise Ar

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