Case Study: Clearlink

CUSTOMER PROFILE

CHALLENGE

As a customer acquisition specialist firm, Clearlink’s business is subject to both seasonal and long-term fluctuations, so contact center scalability and flexibility are key. Migrating from conventional contact center systems to NiCE CXone provided several capabilities for advanced routing and API integration with several alternative systems that Clearlink needed to execute its core business effectively. However, the agent-facing client experience was showing its age. Clearlink wanted to refresh the agent experience without compromising on its mission.

SOLUTION

Working with NiCE, Clearlink migrated to the cloudbased CXone platform and boosted performance in several key areas. Streamlined workflows and improved automation reduced time spent on repetitive tasks, which in turn lowered AHT and improved agent utilization and call throughput. Several new KPIs can be monitored in real-time and used for data-driven decisions, and video chat support is now available in addition to traditional voice contact. Clearlink expects to apply NiCE natural language processing capabilities to the UserHub experience in short order.