Case Studies

ECSI Realizes Exceptional Gains with NICE CXone Chat


With over 45 years of experience and a 99.9% client retention rate, ECSI provides financial services to colleges and universities across the country. It has become the nation’s largest provider of loan servicing and tax document services. ECSI employs between 100–120 agents that assist student borrowers who are repaying their loans, answering questions ranging from account management issues to loan payment queries. In 2018, ECSI agents handled over 850,000 phone calls and 350,000 chats.