Nice helped Maps Credit Union modernize its contact center by implementing the CXone platform, replacing outdated telephony systems and enhancing digital channel capabilities. This transformation improved quality monitoring and post-call member satisfaction insights, enabling better service across general services, loss prevention, and tenant screening departments. Nice’s solution boosted operational efficiency, resulting in a 21.6% increase in handled calls per agent per hour and allowing Maps Credit Union to meet membership service goals more effectively in a competitive financial services market.

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