CASE STUDY: Corpay

01 Before

Expanding visibility across a high volume of interactions

Before implementing NiCE Interaction Analytics, Corpay used a range of established tools—including PBX systems, IVR selections, post-call surveys, and manual call sampling—to understand why customers needed support. These approaches provided reliable, directional insight into client needs and operational trends, helping leaders identify patterns and guide business decisions.

As Corpay continued to focus on delivering exceptional client service, the team saw an opportunity to pair its deep institutional knowledge with broader visibility across customer interactions. Expanding beyond sampled interactions allows Corpay to better anticipate emerging trends, monitor recurring property issues, and bring richer, data-driven insight into client conversations.

02 Desire to change

Advancing a high standard of client service

Corpay’s leadership team was committed to building on a strong foundation of customer service by deepening how interaction data could support internal operations and client relationships.

For enterprise clients, many of which have strict safety requirements, this meant being able to:

• Identify patterns and emerging issues earlier.
• Take corrective action before issues became problems.
• Bring forward insights that would help clients better understand and manage their own operations.

03 NiCE solution

Turning conversations into structured, actionable insights

Corpay deployed Interaction Analytics within the Workforce Lodging division as part of its transition to the NiCE CXone platform.

One early focus involved safety monitoring for a major customer. By using keyword detection and structured categories within Interaction Analytics, the team identified repeat concerns tied to individual hotels.

Corpay now analyzes patterns across interactions to identify recurring safety and operational concerns early. Corpay also uses structured categories to track common call drivers such as check-in challenges and onboarding friction. As trends emerge, keywords are refined and reporting evolves.

Over time, Corpay has built a mature analytics practice around Interaction Analytics. The team runs monthly baseline reports, conducts systematic category reviews, and refines keyword libraries as patterns shift, helping ensure that insights are actionable and aligned with evolving client needs.

04 Results

Proactive engagement and executive-level visibility

Risk visibility and proactive oversight

Today, Corpay’s Workforce Lodging division analyzes inbound voice interactions at scale, giving leaders a comprehensive view of call drivers across accounts.

In several cases, these insights have directly informed decisions about whether individual hotel properties remain within a client’s approved booking network, evolving Interaction Analytics into a proactive oversight tool that strengthens enterprise risk awareness.

Interaction Analytics helps us pinpoint specific properties where we may see repeat issues. It gives us an opportunity to go and speak with the property owners to address those issues, and if they’re not able to, then we remove that property from the available hotel directory that particular customer uses.

Gerry Poersch

Director of Operations Strategy at Corpay

Data-driven client engagement

Account managers now bring structured interaction data and quantified trend analysis into client conversations and business reviews. They use these insights to:

• Link safety-related issues to specific properties.
• Measure recurring operational challenges over time.
• Export documented interaction summaries directly to clients.

Instead of relying on isolated call examples, teams present clear, data-backed patterns—an approach that has improved transparency and been well received by enterprise customers.

With these tools, we can now identify patterns early and address them before they escalate.

Gerry Poersch

Director of Operations Strategy at Corpay

Coaching and executive visibility

Sentiment analysis also gives visibility into agent performance trends. When customer sentiment is positive but agent sentiment trends negative, supervisors introduce targeted soft skill coaching to strengthen agent confidence and improve performance.

Executive leadership has also gained greater visibility into customer experience trends, with interaction level insights now informing operational discussions at the highest levels of the organization.

05 Future

Scaling interaction intelligence across the enterprise

Corpay’s use of Interaction Analytics continues to evolve. As additional business lines migrate to the NiCE CXone platform, the organization plans to extend analytics capabilities beyond the Workforce Lodging division, including broader use of keyword detection, structured categories, and Feedback Management.

Within the Workforce Lodging division, teams continue refining workspaces, reporting, and keyword libraries as new call drivers emerge and customer needs change.

With broader adoption underway, Interaction Analytics remains central to how Corpay prepares for business reviews, tracks customer experience trends, and maintains visibility into operational performance.

Interaction Analytics has been well received, all the way up to the C level executives of the company. They’re watching it. We have a lot of attention on what we’re able to produce.

Gerry Poersch

Director of Operations Strategy at Corpay