Case Studies

AAA Central Penn Evolves into an Omnichannel Contact Center with CXone


Founded 1902, the American Automobile Association (AAA) has individual clubs around the United States that provide services to its members including emergency roadside assistance, travel reservations, discounts and more. AAA Central Penn services the Central Pennsylvania area, and their 50 agents use NICE CXone to manage 500–700 interactions per day. CXone supports AAA Central Penn’s voice and digital channels, as well as inbound and outbound communications and agent-assisted interactions, to create a superior customer experience, all while increasing agent productivity and satisfaction.