Case Studies

Eficasia Exceeds Call Quality Analytics in Record Time with NICE


Eficasia engaged with a Mexican federal agency to provide contact center services for foreign visitors. The agency required call quality sampling at a rate far beyond Eficasia’s existing capacity. Facing costly choices, Eficasia engaged with NICE and partner PrymeNet to implement Interaction Analytics. The rapid rollout helped Eficasia meet the agency’s requirements and evaluate a high volume of calls without significant new labor overhead.