I will configure and optimize your nice cxone contact center setup

CXone rewards the teams that maintain it. Most implementations are configured once, inherited by someone else, and left alone. Two years on, routing no longer matches how the floor is staffed.

I bring 15 years in contact center and service operations, including CCaaS subject matter expert work for a SaaS provider serving Fortune 100 clients and a post-merger consolidation onto CXone and Five9 spanning five business units and 3,000 users.

Where I add value:

• Skill, queue, and routing design, including rules that no longer reflect your staffing model
• IVR flow redesign that reduces transfers and repeat contacts
• Reporting and dashboards built for the decisions supervisors make daily
• WFM configuration and forecasting, including NICE IEX
• QA forms designed to inform coaching rather than simply score it
• Migration planning for teams moving onto CXone or consolidating platforms

Representative result: a routing and authentication redesign that reduced call volume 12%, cut repeat contacts 20%, and lifted authentication success 40%.

Message me before ordering with your current setup and the problem you are solving. I will let you know if this is the right engagement.