• 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.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • 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

        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

      • 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

          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

          • 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
          • Home
          • Resources
          • Case Study: Republic Service

          Case Study: Republic Service

          Republic Services logo

          Republic Services Operationalizes its Customer Focus

          Republic Services embarked on a cultural and operational transformation to prioritize the customer experience.

          View story

          Download PDF version

          Customer Story

          • CUSTOMER PROFILE
          • 01 THE BEFORE
          • 02 DESIRE TO CHANGE
          • 03 THE SOLUTION
          • 04 THE RESULTS
          • 05 THE FUTURE
          • What can NiCE do for you?

          • VIEW A DEMO

          CUSTOMER PROFILE

          01 THE BEFORE

          Realigning to the customer-centric mission

          The previous customer support system for Republic Services was largely manual. "Tracking and reporting were pretty much non-existent. It worked, but we were missing a tremendous volume of calls and insights,” said Morgan Gray, a senior manager in Republic Services' Customer Experience Field Management department.

          As the company shifted to put the customer experience at the center, its expectations for service evolved. It needed knowledge management, a quality management program, and precise case management —all capabilities a manual based process couldn’t support. “We were in the midst of an evolution within our organization that really put customer perception front and center. We call it ‘customer zeal’ and in order to execute on this new mentality, we had to refocus on quality,” said Gray.

          02 DESIRE TO CHANGE

          Starting from scratch

          The implementation of a quality program became priority number one. With previous efforts focused on manual performance metrics rather than customercentric metrics, management at Republic Services understood the best way forward was to start over. Attrition was high, calling for a redesign of its agent tier structure to offer specialized support to customers and create opportunities to build expertise among agents. Ultimately, the company sought to modernize operations and find opportunities for automation to improve the agent experience.

          03 THE SOLUTION

          Converting insights into action

          Republic Services was already using the NiCE Workforce Management suite, including Employee Engagement Manager, and realizing the benefits of reduced manual outputs and forecasts.

          “We knew that restructuring and building a quality program from scratch was going to be difficult, but because we were already using a portion of the NiCE suite, the decision to expand was easy,” said Gray.

          Armed with baseline data on agent performance and customer sentiment, Republic Services set objective targets to optimize customer zeal and automate interventions to ensure improved agent performance. “Through reporting and analytics we were able to very naturally raise the bar, and NiCE Value Realization Services helped us to modernize our quality program,” said Gray. “Whereas before we missed out on opportunities to improve agent performance, now we have Enlighten AI and Interaction Analytics insights to guide coaching. We’ve been able to set higher expectations and improve proficiency to really take our service and customer satisfaction to the next level.”

          Adding NiCE Enlighten AI for Customer Satisfaction and Interaction Analytics provides Republic Services with the insights to create next-level, data-driven strategies for quality management and customer experience. With previous sentiment analysis limited to empathy and tone, Enlighten AI automatically scores nine agent soft-skill behaviors that are critical to improving customer zeal, including acknowledging customer loyalty and value. This objective and consistent analysis was embedded in the quality program helped them deliver more timely and effective coaching.

          “Our service challenges are often region-specific; for example, one market may be struggling with retention, and another might be having trouble with bulk pick-ups, so the ability to identify and proactively target queries at a regional level has been incredibly helpful,” said Gray. These advances facilitated the smooth establishment of robust quality and knowledge management capabilities. These automated insights helped Republic Services focus its capability-building efforts to reduce manual work and keep agents on track, in the midst of a major reorganization.

          04 THE RESULTS

          Improved sentiment, reduced attrition

          As a result of VRS guidance, Republic Services increased the number of coached actions by over 120% in just three months post-go-live. A renewed focus on the customer enabled Republic Services to reduce its negative to extremely negative sentiment in approximately six months.

          “We feel positive we have the correct evaluation questions in place because we continue to see improvement in sentiment month-over-month,” said Gray. “We’ve also seen a 30% reduction in repeat calls and a decrease in average handle time and non-talk time despite a 17% increase in seasonal call volume.” Republic Services attributes this to agents being properly coached so they can handle calls faster and more efficiently.

          The company’s quality and knowledge management teams are utilizing NiCE Quality Management powered by Enlighten AI and Interaction Analytics to implement continuous, data-driven improvements that directly impact work outside the frontline customer support functions. This includes social media, digital marketing, self-service, IT, sales, and business analytics.

          For agents’ soft skills, (which were notoriously difficult to judge in legacy, side-by-side observation processes) are now objectively reported and benchmarked. Performance reports are delivered to agents in an easy to-understand, color-coded format several times a week to support a culture of continuous improvement. Coupled with precise IVR and highquality data-driven management support, the employee experience has improved, as evidenced by a reduction in attrition.

          05 THE FUTURE

          Enterprise-level influence

          Republic Services participated in NiCE’s CXi Jumpstart program which focused on the Customer Care Center and provided a holistic view of the company’s technologies, people, processes, and operational practices and included 60 executive, business, operational, and IT leaders. NiCE VRS Transformation Consultants identified many opportunities that were positioned alongside the company’s business goals and prioritized in a Transformation Roadmap to guide future strategic initiatives. By building on existing workforce, quality, and analytics programs, Republic Services plans to expand channel delivery for personalized and proactive customer service.

          Republic Services intends to build on its new quality and knowledge management program to expand its offerings and improve its performance. With NiCE Enlighten AI and Interaction Analytics, the company will move from random evaluations into a targeted category- and question-level listening to better support customers, marketing initiatives, and varied geographical concerns.

          Armed with those new insights, the company will evolve its quality management functions with expanded, in-depth agent reporting related to their performance. “We’re at the point where we’ve tackled the low-hanging challenges, and now we’re moving to focus on some of those bigger, hot topic challenges,” said Gray. “The next phase of this for us is to start to broaden what we’re communicating, how we’re communicating, and who we’re communicating with as well as continue to improve sentiment.”

          Republic Services also plans to build out self-service options on its website. While currently offering live chat and online bill pay, the company is actively building a backend database to bring its new knowledge management and IVR capabilities directly to the customer.

          "Enlighten AI and Interaction Analytics have given us the ability to cast a wide net to identify critical call types, while NiCE Quality Management allows us to evaluate and act in ways that really move the needle.”

          SENIOR MANAGER IN CUSTOMER EXPERIENCE - FIELD MANAGEMENT, REPUBLIC SERVICES

          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.

          MORGAN GRAY

          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

          Republic Services is the second largest provider of waste disposal in the United States (by revenue). Its 40,000 employees serve 14 million customers throughout North America. The company’s 1,200 agents manage all aspects of Republic Services’ internal and customer-facing support work. Its frontline customer insights are filtered to essential functions, including sales, IT, and marketing/social media, to fuel data-driven, customer-first business operations enterprise-wide.

          INDUSTRY

          Waste management

          WEBSITE

          www.republicservices.com

          LOCATION

          Headquartered in Phoenix, Arizona

          SIZE

          1,200 agents

          GOALS

          • Fuel the business with robust customer insights
          • Improve customer sentiment scores
          • Establish and support new QC and knowledge management capabilities
          • Create formal coaching program
          • Improve agent performance and retention

          PRODUCTS

          • NiCE Enlighten AI for Customer Satisfaction
          • Quality Central
          • Nexidia Analytics
          • NiCE Value Realization Services (VRS)
          • CXi Jumpstart

          FEATURES

          • AI-enabled omnichannel speech and chat analytics
          • AI-enabled agent soft-skill behavioral analysis
          • Data-driven quality management
          • Sentiment measurement and analysis