Nice helped PayPal transform customer experience by implementing AI-driven Interaction Analytics, Enlighten, and automated workforce management solutions. Their technology replaced manual QA with 100% interaction-based scoring and insights, increased customer sentiment scores across pilot teams, and upgraded scheduling efficiency across 131 management units. Nice’s solutions supported over 6,000 employees, improving quality assurance consistency, coaching effectiveness, and WFM analyst satisfaction, enabling PayPal to scale CX improvements globally with advanced automation and analytics.

Join for free to read