Case Study ON THE NICE SOLUTION ABOUT YOUNG ENERGY Founded in 2005, Young Energy is a family-owned retail electric provider that provides service to over 400 deregulated communities in Texas and serves approximately 25,000 customers. A longtime NICE CXone customer, Young Energy has about 75 agents, located in Forth Worth, Texas, who field around 315,000 interactions annually. THE CHALLENGE Limited visibility into the customer experience Prior to implementing NICE CXone, Young Energy used an on-premises contact center system that could only queue and route calls. As Bruce Gilbert, Chief Technology Officer at Young Energy explains, “Prior to CXone, we were using several disconnected platforms and systems, including an on- premises contact center system. Since none of the systems we

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