• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Enlighten AI

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • Capabilities

      • Interaction Orchestration

        Interaction Orchestration

        Orchestrate all interactions and workflows across every customer service touchpoint.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

      • Workforce Augmentation

        Workforce Augmentation

        Amplify team performance with specialized AI copilots for every role.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Agent Notetaking

          Instantly summarize interactions - accelerating resolution times and agent efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Automated customer self-service solutions increasing retention rates.

        View Products

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention.

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report


      • View All Products
    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NiCE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NiCE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Join us at the Largest CX Event of the Year!

        Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

        Register now

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NiCE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NiCE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NiCE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NiCE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NiCE

          Join us at the Largest CX Event of the Year!

          Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

          Register now

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get Started
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NiCE Public Safety
          • NiCE Actimize
          • NiCE RPA

          Partners

          • NiCE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NiCE Help Partner Portal
          • NiCE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NiCE Customer Support
          © 2025 NiCE
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility

          Stay Connected

          © 2025 NiCE

          Case Study: Digital Room

          Digital Room logo

          Digital Room Unifies its Contact Center and Gains Efficiencies with CXone While Growing 25 Percent

          With CXone, Digital Room can make system changes independently instead of relying on a vendor.

          View story

          Download PDF version

          Additional Case Studies

          211 LA Uses NiCE CXone to Create Agent Capacity, Mobilize Remote Resources, and Build Stronger Human Connections
          Case Studies

          211 LA Uses NiCE CXone to Create Agent Capacity, Mobilize Remote Resources, and Build Stronger Human Connections

          CVS Caremark Increases Agent Retention and Creates More Workforce Alignment with NiCE Employee Engagement Manager
          Case Studies

          CVS Caremark Increases Agent Retention and Creates More Workforce Alignment with NiCE Employee Engagement Manager

          CXone Supervisor Ensures Grade A Experience for Agents and Supervisors at Dairy Farmers of America
          Case Studies

          CXone Supervisor Ensures Grade A Experience for Agents and Supervisors at Dairy Farmers of America

          View All Case Studies

          Customer Story

          • CUSTOMER PROFILE
          • THE CHALLENGE
          • THE SOLUTION
          • OPPORTUNITIES IDENTIFIED
          • What can NiCE do for you?

          • VIEW A DEMO

          CUSTOMER PROFILE

          THE CHALLENGE

          Before CXone, Digital Room used a Mitel PBX phone system hosted by a third-party reseller. The company also used LivePerson and Zendesk® for chat and email. This mix of disparate solutions led to issues with downtime and updates. “Downtime was our number one issue,” says Andrew Latimer, Chief Information Officer of Digital Room. “Each vendor would point to the other as the source of the problem and nothing would get resolved.”

          Similar issues arose when it came to system updates. “We couldn’t make updates to the system ourselves,” says Andrew. “Often our reseller would bring in Mitel to address the issue. It was a painful process that could take days to coordinate.”

          At the same time, Digital Room was growing by 25 percent annually and struggled to schedule agents. “All of our scheduling and forecasting was done using Excel spreadsheets,” says Andrew. “This worked fine when we only had 50 agents. But when we grew to 300 agents, it was overwhelming to create schedules manually.”

          Adding to the challenge was a lack of unified reporting. “Voice, chat and email were all handled by different software solutions,” says Andrew. “We couldn’t get a unified picture of how our contact centers and individual agents were performing.” As a result, the company was unable to realize efficiencies or increase agent utilization.

          THE SOLUTION

          When it was time to look for a unified solution, Andrew had his requirements ready. “We wanted a consolidated cloud platform that supported multiple channels, IVR and integrated workforce management,” he says. “The solution needed to have the flexibility to grow with us — and the price had to be right.”

          Andrew soon found that NiCE CXone had the functionality Digital Room needed. “We liked the architecture and features,” he says. “We also liked that NiCE CXone had experience supporting overseas contact centers. The positive references we received were encouraging.”

          In addition, CXone is intuitive, so Digital Room staff could customize the solution themselves. “We wanted the ability to make our own updates, and we can easily do that with CXone,” says Andrew. “We also can engage NiCE CXone experts when we need extra help, which gives us the best of both worlds.”

          OPPORTUNITIES IDENTIFIED

          Unified Solution with Less Downtime and Easy Customization

          With CXone, Digital Room now has a unified cloud contact center solution with far better system redundancy. “Our previous vendor had many issues with hardware and networks which resulted in lots of downtime for our contact center,” says Andrew. “NiCE CXone has a strong data center presence around the world and, as a result, our uptime is where it should be.”

          With CXone, Digital Room can make system changes independently instead of relying on a vendor. “We no longer have to ask for changes, wait for them to be made and then discover they were implemented incorrectly,” says Andrew. “Today, we have control and can get things done much more quickly and efficiently.”

          Greater Efficiencies and Scalability with CXone Workforce Management

          Before CXone, each agent was dedicated to a specific channel and couldn’t help out if another channel was overwhelmed. As a result, agent utilization was poor and it was difficult to optimize staffing levels.

          Since all channels are now unified on CXone, Digital Room can right-size its team of agents. “With CXone, we can easily shift agents between channels,” Andrew says. “If a channel gets overwhelmed, other agents can step in to help. As a result, we’ve had a marked improvement in utilization.”

          At the same time, implementing CXone Workforce Management has made forecasting and scheduling easier and more precise. “It’s hard to imagine managing 300 agents’ schedules with an Excel spreadsheet, but that’s what we did,” says Andrew. “It was a pretty haphazard process, and resulted in struggles with service and staffing levels. Workforce Management helped us gain real efficiencies in staffing and much greater accuracy with forecasting.”

          As a result, Digital Room hasn’t had to grow its contact center staff proportionately to its business growth, which makes it well positioned for the future.

          Moreover, revenue is growing, and service levels have improved. “We’re seeing increased conversions on calls and reduced cycle time in closing out customer issues,” says Andrew. “In addition, we’ve become much more consistent in providing excellent service.”

          Deeper Insights into Performance with Unified Reporting

          Today, Digital Room has complete visibility into performance across voice, email and chat with unified reporting. “With CXone, our reporting is integrated, which gives us a ton of flexibility,” says Andrew. “We can customize reports to get answers to our questions very quickly and easily. We can even pull data from our internal systems using CXone APIs. This flexibility has made a real impact on our bottom line.”

          “With our old system, I used to get a lot of complaints about our inability to report on specific data,” he continues. “But I haven’t heard a single grumble about reporting since we’ve been using CXone.”

          More Uptime, Increased Flexibility and Better Agent Utilization

          With CXone, Digital Room no longer struggles with downtime or delays in system updates. The company has also experienced a marked improvement in agent utilization and now has detailed insights into its performance. As a result, it is operating more efficiently than ever — all while growing 25 percent year over year.

          Andrew praises NiCE CXone and CXone. “In terms of features and flexibility, CXone is one of the best platforms out there,” he says. “Uptime is great, and the support we’ve gotten from the NiCE CXone team is excellent. I would certainly recommend CXone to any contact center.”

          ON THE NiCE SOLUTION

          “With CXone, we improved agent utilization and service levels while growing 25 percent. Issues with downtime and system updates are now a thing of the past.”

          Chief Information Officer
          Digital Room

          “We had a cheap contact center solution before and it didn’t work out well for us. Once we consolidated everything onto CXone, we certainly experienced cost savings.”

          Chief Information Officer
          Digital Room

          Contact us

          If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.

          Andrew Latimer

          Andrew Latimer

          Get Started with NiCE

          Join the thousands of businesses who trust NiCE to create exceptional customer experiences with purpose-built AI.

          Get a quote

          ABOUT

          Digital Room is an online company that provides high quality printing at affordable prices for consumers and businesses. The company has about 300 agents, divided among contact centers in California, Texas, Connecticut and the Philippines. Agents handle about 5,000 inbound calls, 5,000 chats and 2,500 emails daily. Most interactions are questions about orders or products.

          INDUSTRY

          Digital Room is an online printing company.

          WEBSITE

          www.digitalroom.com

          NiCE CXone SOLUTIONS

          • CXone Omnichannel Routing
          • CXone Chat
          • CXone Email
          • CXone Workforce Management
          • CXone APIs
          • CXone Personal Connection
          • Proactive XS

          RESULTS ACHIEVED

          • Increased service levels
          • Improved agent utilization
          • Positive return on investment