Case Studies

DSW connects its global contact centers with the CXone cloud platform


DSW was growing fast, but its outdated on-premises Genesys system was unstable and difficult to customize. It also wasn’t an omnichannel solution, which meant DSW managed multiple tools for each channel.

With CXone, DSW now has a unified cloud platform that enabled it to cost-effectively bring on three overseas business process outsourcers (BPOs) to optimize its operations. DSW also uses post-call surveys to ensure customers are receiving outstanding support. The switch to CXone has paid off: the company achieved 90% customer satisfaction.

Product Videos

Contact center feedback management

Unlock detailed customer insights to identify opportunities to improve. Get better results, faster with best practices solutions built in.

Product Videos

A powerful agent Interface

Help your agents provide a seamless omnichannel customer experience with one powerful interface for all tools and channels.


CXone Reporting - Call Tracking Metrics (PDF)

CXone Reporting guides smarter, more informed decisions with real-time and historical insights on key business metrics and trends through fully integrated reporting and data access tools. Get immediate value out-of-the box and ready access to the full range of NICE CXone data elements.