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traditional inbound customer service into proactive, AI-powered experiences. Complete end-to-end automation of customer service workflows with NICE CXone Mpower.</p><p><a href="/cxone-mpower" class="blue-arrow-link">Learn more</a></p></div></div></div></div></li><li class="header-nav-dropdown"><a href="/products" data-text="Products">Products</a><div class="header-nav-columns"><div class="header-nav-columns-inner"><div class="header-nav-promo"><ul><li class="active"><p class="header-nav-item-title arrowed">AI for Customer Experience</p><div class="header-nav-menu-section" data-columns="3"><div><div class="header-nav-top"><div><p class="header-nav-title">AI for Customer Experience</p><p class="header-nav-item-description">Purpose-built AI for unparalleled CX automation</p></div><div><a href="/platform/cx-ai-overview" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/enlighten-autopilot"><p class="header-nav-item-title">Enlighten Autopilot</p><p class="header-nav-item-description">Elevate customer self-service with an AI-powered virtual agent</p></a></li><li><a href="/products/enlighten-copilot"><p class="header-nav-item-title">Enlighten Copilot</p><p class="header-nav-item-description">Empower agents and supervisors with powerful AI to drive productivity</p></a></li><li><a href="/products/enlighten-actions"><p class="header-nav-item-title">Enlighten Actions</p><p class="header-nav-item-description">Unlock complex data with generative AI for CX leaders</p></a></li><li><a href="/products/enlighten-autosummary"><p class="header-nav-item-title">Enlighten AutoSummary</p><p class="header-nav-item-description">Automate notetaking with Gen AI to summarize every interaction</p></a></li></ul></div><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/ai-routing"><p class="header-nav-item-title">Enlighten AI Routing</p><p class="header-nav-item-description">Match customers to their perfect agent for improved business results</p></a></li><li><a href="/products/enlighten-ai-complaint-management"><p class="header-nav-item-title">Enlighten AI for Complaint Management</p><p class="header-nav-item-description">Protect your organization from reputational and financial risks</p></a></li><li><a href="/products/enlighten-ai-for-sales-effectiveness"><p class="header-nav-item-title">Enlighten AI for Sales Effectiveness</p><p class="header-nav-item-description">Increase conversion rates and grow revenue with real-time analysis</p></a></li></ul></div><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/experience-optimization-enlighten-xo"><p class="header-nav-item-title">Experience Optimization (Enlighten XO)</p><p class="header-nav-item-description">Learn from all interactions with AI that builds smart self-service</p></a></li><li><a href="/products/enlighten-ai-customer-satisfaction-csat"><p class="header-nav-item-title">Enlighten AI for Customer Satisfaction (CSAT)</p><p class="header-nav-item-description">Gain insights on agent soft-skill behaviors on every interaction</p></a></li></ul></div></div></div></div></li><li class=""><p class="header-nav-item-title arrowed">Digital & Self Service</p><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">Digital & Self Service</p><p class="header-nav-item-description">Friction-free customer experiences driven by conversational AI</p></div><div><a href="/products/digital-and-self-service" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/enlighten-autopilot"><p class="header-nav-item-title">Enlighten Autopilot</p><p class="header-nav-item-description">Elevate self-service experiences with an AI-powered virtual agent that guides customers</p></a></li><li><a href="/products/conversational-ai-and-chatbots"><p class="header-nav-item-title">Conversational AI & Chatbots</p><p class="header-nav-item-description">Engage customers with AI-powered intelligent virtual agents and chatbots that converse naturally</p></a></li><li><a href="/products/knowledge-management"><p class="header-nav-item-title">Knowledge Management</p><p class="header-nav-item-description">Meet customers with knowledge and ensure they receive the right content, wherever they are</p></a></li><li><a href="/products/proactive-conversational-ai"><p class="header-nav-item-title">Proactive Conversational AI</p><p class="header-nav-item-description">Keep customers engaged in conversation from onboarding to installation, service, and retention</p></a></li></ul></div><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/web-and-mobile-engagement"><p class="header-nav-item-title">Web & Mobile Engagement</p><p class="header-nav-item-description">Remove friction across the digital journey by proactively delivering the right guidance at the right time</p></a></li><li><a href="/products/interactive-voice-response-ivr"><p class="header-nav-item-title">Interactive Voice Response (IVR)</p><p class="header-nav-item-description">Accelerate resolution, improve routing efficiency and cut costs with AI boosted voice self-service</p></a></li><li><a href="/products/experience-optimization-enlighten-xo"><p class="header-nav-item-title">Experience Optimization (Enlighten XO)</p><p class="header-nav-item-description">Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service</p></a></li></ul></div></div></div></div></li><li class=""><p class="header-nav-item-title arrowed">Journey Orchestration & Routing</p><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">Journey Orchestration & Routing</p><p class="header-nav-item-description">Seamless customer journeys across voice and digital channels</p></div><div><a href="/products/orchestration-and-routing" class="button-large button-white">View Products</a></div></div><div class="header-nav-inner-grid"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/enlighten-actions"><p class="header-nav-item-title">Enlighten Actions</p><p class="header-nav-item-description">Unlock complex data with generative AI for CX leaders</p></a></li><li><a href="/products/omnichannel-routing"><p class="header-nav-item-title">Omnichannel Routing</p><p class="header-nav-item-description">Connect customers to the ideal resource, the smart way</p></a></li><li><a href="/products/ai-routing"><p class="header-nav-item-title">Enlighten AI Routing</p><p class="header-nav-item-description">Match every customer to their perfect agent with AI that delivers personalized experiences and improves results</p></a></li></ul></div><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/proactive-dialer"><p class="header-nav-item-title">Proactive Dialer</p><p class="header-nav-item-description">Generate more revenue, minimize hang-ups, proactively connect to reduce friction in the customer experience</p></a></li><li><a href="/products/digital-voice-channels"><p class="header-nav-item-title">Digital & Voice Channels</p><p class="header-nav-item-description">Meet consumers in their preferred channel, provide frictionless experiences, maintain context throughout</p></a></li><li><a href="/products/social-chat-and-messaging"><p class="header-nav-item-title">Social, Chat & Messaging</p><p class="header-nav-item-description">Engage website visitors in conversations on their channel of choice</p></a></li></ul></div></div></div></div></li><li class=""><p class="header-nav-item-title arrowed">Workforce Engagement & Management</p><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">Workforce Engagement & Management</p><p class="header-nav-item-description">Robust applications to optimize the employee experience (WEM)</p></div><div><a href="/products/workforce-engagement-management" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/workforce-management"><p class="header-nav-item-title">Workforce Management</p><p class="header-nav-item-description">Anticipate business demands with smarter, AI-based forecasting that keeps SLAs up and costs down</p></a></li><li><a href="/products/quality-management"><p class="header-nav-item-title">Quality Management</p><p class="header-nav-item-description">Deliver better customer experiences through streamlined processes and actionable, AI-based feedback</p></a></li><li><a href="/products/performance-management"><p class="header-nav-item-title">Performance Management</p><p class="header-nav-item-description">Meet your organizational goals while engaging employees through personal coaching and gamification</p></a></li><li><a href="/products/interaction-recording-and-management"><p class="header-nav-item-title">Interaction Recording & Management</p><p class="header-nav-item-description">Capture your omnichannel interactions, meet your contact center’s regulatory needs and drive better performance</p></a></li></ul></div><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/supervisor-workspace"><p class="header-nav-item-title">Supervisor Workspace</p><p class="header-nav-item-description">Turbocharge supervisors to make agile decisions, streamline workflows and improve performance</p></a></li><li><a href="/products/reporting"><p class="header-nav-item-title">Dashboard & Reporting</p><p class="header-nav-item-description">Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights</p></a></li><li><a href="/products/desktop-and-process-analytics"><p class="header-nav-item-title">Automated Agent Augmentation</p><p class="header-nav-item-description">Automatically detect automation opportunities, and effortlessly build automation processes as needed</p></a></li><li><a href="/products/playvox"><p class="header-nav-item-title">Playvox by NICE</p><p class="header-nav-item-description">Seamlessly integrate with CRMs to efficiently manage your workforce</p></a></li></ul></div></div></div></div></li><li class=""><p class="header-nav-item-title arrowed">CX Analytics</p><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">CX Analytics</p><p class="header-nav-item-description">Actionable insights to continuously enhance the customer experience</p></div><div><a href="/products/cx-analytics" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/experience-optimization-enlighten-xo"><p class="header-nav-item-title">Experience Optimization (Enlighten XO)</p><p class="header-nav-item-description">Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service</p></a></li><li><a href="/products/enlighten-actions"><p class="header-nav-item-title">Enlighten Actions</p><p class="header-nav-item-description">Unlock complex data with generative AI for CX leaders</p></a></li><li><a href="/products/reporting"><p class="header-nav-item-title">Dashboard & Reporting</p><p class="header-nav-item-description">Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights</p></a></li></ul></div><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/feedback-management"><p class="header-nav-item-title">Feedback Management</p><p class="header-nav-item-description">Discover actionable insights from omnichannel customer feedback to improve customer satisfaction</p></a></li><li><a href="/products/interaction-analytics"><p class="header-nav-item-title">Interactions Analytics</p><p class="header-nav-item-description">Analyze every interaction to understand operational trends and agent performance</p></a></li><li><a href="/products/desktop-and-process-analytics"><p class="header-nav-item-title">Desktop & Process Analytics</p><p class="header-nav-item-description">Understand and confidently select the processes that will contribute most to your performance success</p></a></li></ul></div></div></div></div></li><li class=""><p class="header-nav-item-title arrowed">Agent Assist</p><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">Agent Assist</p><p class="header-nav-item-description">AI-driven tools for real-time agent guidance and coaching</p></div><div><a href="/products/agent-assist" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/omnichannel-agent-desktop"><p class="header-nav-item-title">Omnichannel Agent Desktop</p><p class="header-nav-item-description">A unified agent workspace provides everything agents need to handle all interactions</p></a></li><li><a href="/products/agent-assist-hub"><p class="header-nav-item-title">Agent Assist Hub</p><p class="header-nav-item-description">Easily integrate applications that help turn every one of your agents into a customer service superstar</p></a></li><li><a href="/products/real-time-interaction-guidance"><p class="header-nav-item-title">Real-Time Guidance</p><p class="header-nav-item-description">Helps agents understand where they can improve their behaviors in real-time to boost customer satisfaction</p></a></li></ul></div><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/enlighten-autosummary"><p class="header-nav-item-title">Enlighten AutoSummary</p><p class="header-nav-item-description">Automate agent notetaking with the power of generative AI to summarize every interaction</p></a></li><li><a href="/products/knowledge-management"><p class="header-nav-item-title">Knowledge Management</p><p class="header-nav-item-description">Your customer’s journey begins with a search. Meet them with knowledge and ensure they receive the right content</p></a></li></ul></div></div></div></div></li><li class=""><p class="header-nav-item-title arrowed">Open Cloud Platform</p><div class="header-nav-menu-section" data-columns="3"><div><div class="header-nav-top"><div><p class="header-nav-title">Open Cloud Platform</p><p class="header-nav-item-description">Innovative cloud-native foundation to rapidly scale extraordinary CX</p></div><div><a href="/products/open-cloud-platform" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/security-and-compliance"><p class="header-nav-item-title">Security & Compliance</p><p class="header-nav-item-description">Secure your data and enjoy industry-leading guaranteed uptime</p></a></li><li><a href="/products/resiliency-and-reliability"><p class="header-nav-item-title">Resiliency & Reliability</p><p class="header-nav-item-description">Keep your contact center up and running with dynamic elasticity</p></a></li><li><a href="https://cxexchange.niceincontact.com"><p class="header-nav-item-title">CXexchange Marketplace</p><p class="header-nav-item-description">Discover partner solutions to extend capabilities on our platform</p></a></li><li><a href="/products/integrations-developer-tools-apis"><p class="header-nav-item-title">Developer Tools & APIs</p><p class="header-nav-item-description">Endless customization options with RESTful APIs and robust SDKs</p></a></li></ul></div><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/integrations-developer-tools-apis"><p class="header-nav-item-title">Pre-Built Integrations</p><p class="header-nav-item-description">Increase value with pre-integrated applications, UCaaS and CRM adapters</p></a></li><li><a href="/products/fedramp"><p class="header-nav-item-title">FedRAMP</p><p class="header-nav-item-description">Give your government agency the tools to act smarter and respond faster</p></a></li><li><a href="/products/voice-as-a-service"><p class="header-nav-item-title">Voice as a Service (VaaS)</p><p class="header-nav-item-description">Connect agents and customers with cloud-optimized voice &amp; data services</p></a></li></ul></div><div><p class="header-nav-inner-col-title"></p><ul><li><a href="https://www.elevateai.com"><p class="header-nav-item-title">Elevate AI</p><p class="header-nav-item-description">Improve your customer conversations with accurate STT transcription</p></a></li><li><a href="/products/multipath-to-cxone"><p class="header-nav-item-title">Multipath to CXone</p><p class="header-nav-item-description">Connect vital enterprise infrastructure to our cloud gradually and safely </p></a></li><li><a href="/products/unified-communications-as-a-service-ucaas"><p class="header-nav-item-title">Unified Communications as a Service (UCaaS)</p><p class="header-nav-item-description">Unify your contact center with the rest of the organization</p></a></li></ul></div></div></div></div></li></ul></div></div></div></li><li class="header-nav-dropdown"><a href="/solutions" data-text="Solutions">Solutions</a><div class="header-nav-columns"><div class="header-nav-columns-inner"><div class="header-nav-promo"><ul><li class="active"><p class="header-nav-item-title arrowed">By Industry</p><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">By Industry</p></div></div><div class="header-nav-inner-grid"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/solutions/healthcare"><p class="header-nav-item-title">Healthcare</p><p class="header-nav-item-description">Healthy patient experiences</p></a></li><li><a href="/solutions/retail"><p class="header-nav-item-title">Retail</p><p class="header-nav-item-description">Delight customers where they shop</p></a></li><li><a href="/solutions/financial-services"><p 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loyalty on interactions across the journey</p></a></li><li><a href="/products/enlighten-ai"><p class="header-nav-item-title">Transform CX with AI</p><p class="header-nav-item-description">Identify behaviors that drive frictionless customer experiences</p></a></li><li><a href="/solutions/drive-digital-transformation"><p class="header-nav-item-title">Drive Digital Transformation</p><p class="header-nav-item-description">Integrate digital technology at the center of CX</p></a></li></ul></div><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/solutions/call-center-software"><p class="header-nav-item-title">Call Center Software</p><p class="header-nav-item-description">Empower agents to provide better experiences</p></a></li><li><a href="/solutions/increase-operational-efficiency"><p class="header-nav-item-title">Increase Operational Efficiency</p><p class="header-nav-item-description">Leverage AI and automation to increase agent retention</p></a></li><li><a href="/solutions/move-to-the-cloud"><p class="header-nav-item-title">Move to the Cloud</p><p class="header-nav-item-description">Elevate experiences by moving operations to the cloud</p></a></li><li><a href="/solutions/improve-compliance"><p class="header-nav-item-title">Improve Compliance</p><p class="header-nav-item-description">Protect your consumers with pre-built compliance solutions</p></a></li><li><a href="/solutions/proactive-customer-engagement"><p class="header-nav-item-title">Proactive Customer Engagement</p><p class="header-nav-item-description">Elevate customer satisfaction with proactive conversational AI</p></a></li></ul></div></div></div></div></li><li class=""><p class="header-nav-item-title arrowed">Integrations & Custom Solutions</p><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">Integrations & Custom Solutions</p></div></div><div class="header-nav-inner-grid"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="https://cxexchange.niceincontact.com/en-US/home"><p class="header-nav-item-title">CXexchange Marketplace</p><p class="header-nav-item-description">Discover partner solutions to extend capabilities on our platform</p></a></li><li><a href="/products/cxone-hubs-integration-made-easy"><p class="header-nav-item-title">Pre-Built Integrations</p><p class="header-nav-item-description">Seamlessly connect your business systems with our platform</p></a></li></ul></div><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/integrations-developer-tools-apis"><p class="header-nav-item-title">Developer Tools & APIs</p><p class="header-nav-item-description">Endless customization options with RESTful APIs and robust SDKs</p></a></li><li><a href="/partners"><p class="header-nav-item-title">Partner Ecosystem</p><p class="header-nav-item-description">Embark on a journey of shared success and collaboration</p></a></li></ul></div></div></div><div class="header-nav-inner-resource"><figure><img src="https://resources.nice.com/wp-content/uploads/2024/11/Gasrtner_Market_Leadership_877x364.jpg" alt=""/></figure><p class="header-nav-inner-resource-title">91% of customers recommend NICE as a preferred CCaaS vendor</p><p class="header-nav-inner-resource-description">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.</p><p><a href="https://get.nice.com/gartner-customers-choice-ccaas-gartner-2024.html" class="blue-arrow-link">Get report</a></p></div></div></li></ul></div></div></div></li><li class="header-nav-dropdown"><a href="/services" data-text="Services">Services</a><div class="header-nav-columns"><div class="header-nav-columns-inner"><div class="header-nav-menu-section" data-columns="3"><div><div class="header-nav-inner-grid"><div><p class="header-nav-inner-col-title">Professional 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Video Series</p><p class="header-nav-item-description">Step Inside The Room Where It Happened to see CX AI in action</p></a></li></ul></div><div><p class="header-nav-inner-col-title">Community</p><ul><li><a href="/events"><p class="header-nav-item-title">Events</p><p class="header-nav-item-description">Upcoming events and webinars</p></a></li><li><a href="/customer-stories"><p class="header-nav-item-title">Customer Stories</p><p class="header-nav-item-description">Our customer's success is paramount. 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srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fdigital-wfm-transformation-2880x800-desktop_v2.jpg&w=640&q=80 640w, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fdigital-wfm-transformation-2880x800-desktop_v2.jpg&w=750&q=80 750w, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fdigital-wfm-transformation-2880x800-desktop_v2.jpg&w=828&q=80 828w, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fdigital-wfm-transformation-2880x800-desktop_v2.jpg&w=1080&q=80 1080w, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fdigital-wfm-transformation-2880x800-desktop_v2.jpg&w=1200&q=80 1200w, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fdigital-wfm-transformation-2880x800-desktop_v2.jpg&w=1920&q=80 1920w, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fdigital-wfm-transformation-2880x800-desktop_v2.jpg&w=2048&q=80 2048w, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fdigital-wfm-transformation-2880x800-desktop_v2.jpg&w=3840&q=80 3840w" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fdigital-wfm-transformation-2880x800-desktop_v2.jpg&w=3840&q=80"/></picture><div class="mx-auto flex min-h-[326px] w-full max-w-[1440px] flex-1 flex-col justify-center px-[30px] pb-[15px] text-white tablet:px-[50px] desktop:pl-[150px] desktop:pr-[100px]"><div class="heading-wrapper"><h1 class=" " id="">Case Study: Afterpay</h1><figure class=" text-left"><img alt="Afterpay logo" loading="lazy" width="461" height="146" decoding="async" data-nimg="1" class="inline-block" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2FAfterpay-logo-510x146-1.png&w=640&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2FAfterpay-logo-510x146-1.png&w=1080&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2FAfterpay-logo-510x146-1.png&w=1080&q=80"/></figure><h2 class=" " id="">Digital WFM Transformation</h2><p class=""><html><head></head><body>Afterpay transforms workforce efficiency with AI-driven tools for digital staffing and scheduling from Playvox WFM.</p><p class=""><html><head></head><body><a href="#customer-profile" class="nice-link button-large button-blue" rel="" target="_self" aria-label="View story - open in same tab">View story</a></body></html></p></div></div></div></section></div><script>$RC=function(b,c,e){c=document.getElementById(c);c.parentNode.removeChild(c);var 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version</a></body></html></p></div></section></div><script>$RR("B:3","S:3",[["/_next/static/css/7d73a16e4cbeab9d.css","dynamic","as","style"]])</script><div hidden id="S:4"><section class="related-resources"><div class="mx-auto max-w-[1440px] px-[30px] tablet:px-[50px] desktop:px-[100px]"><div class="related-resources-title"><h2>Additional Case Studies</h2></div><div class="resources-cards-wrapper"><a class="resources-card" aria-label="Angi Boosts Efficiency with Playvox - open in same tab" href="/resources/angi-boosts-efficiency-with-playvox"><div><img alt="Angi Boosts Efficiency with Playvox" loading="lazy" width="400" height="200" decoding="async" data-nimg="1" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F10%2FAngi-logo-720x400_v2.png&w=640&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F10%2FAngi-logo-720x400_v2.png&w=828&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F10%2FAngi-logo-720x400_v2.png&w=828&q=80"/></div><div class="resources-card-content"><span>Case Studies</span><div class="text"><p>Angi Boosts Efficiency with Playvox</p></div><div class="text-link">Get case study</div></div></a><a class="resources-card" aria-label="Engage Employees with Digital WFM - open in same tab" href="/resources/engage-employees-with-digital-wfm"><div><img alt="Engage Employees with Digital WFM" loading="lazy" width="400" height="200" decoding="async" data-nimg="1" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2FNeo-logo-720x400-1.png&w=640&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2FNeo-logo-720x400-1.png&w=828&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2FNeo-logo-720x400-1.png&w=828&q=80"/></div><div class="resources-card-content"><span>Case Studies</span><div class="text"><p>Engage Employees with Digital WFM</p></div><div class="text-link">Get case study</div></div></a></div><div class="my-[30px] flex w-full justify-center"><a href="/resources/?types=case-studies" class="nice-button button-large">View All Case Studies</a></div></div></section></div><script>$RR("B:4","S:4",[["/_next/static/css/a04f594e3601c74f.css","dynamic","as","style"]])</script><div hidden id="S:1"><div class="nice-group skin-black max-width-1170 no-paddings" id=""><section class="features skin-default features-center grid-3-col no-borders"><div><template id="B:6"></template><template id="B:7"></template><template id="B:8"></template></div></section></div></div><script>$RR("B:1","S:1",[["/_next/static/css/bfaeeb9e91203a8c.css","dynamic","as","style"]])</script><div hidden id="S:2"><section class="inner-content-wrapper pt-[30px] desktop:pt-[50px]" id="customerstory"><div class="mx-auto my-[30px] w-full max-w-[1170px] px-[30px] tablet:px-[50px] desktop:px-[15px]"><div class="inner-content-with-nav"><div class="nav-column"><h3>Customer Story</h3><ul class="nav-column-sticky"><li><a href="#customer-profile" class="scroll-to-anchor ">CUSTOMER PROFILE</a></li><li><a href="#challenges" class="scroll-to-anchor ">CHALLENGES</a></li><li><a href="#solution" class="scroll-to-anchor ">SOLUTION</a></li><li><a href="#explore-products" data-id="explore-products" class="scroll-to-anchor"></a></li><li><h4>What can NICE do for you?</h4></li><li><a href="/lp/watch-demo" class="button-large" target="_self">VIEW A DEMO</a></li></ul></div><div class="content-column"><h2 class=" " id="customer-profile">CUSTOMER PROFILE</h2><div class="table-article"><div class="inner-wrapper"><template id="B:9"></template><template id="B:a"></template><template id="B:b"></template><template id="B:c"></template><template id="B:d"></template></div></div><h2 class=" " id="">CHALLENGES</h2><ul><li>Forecasting contact center staffing needs</li><li>Visibility into agent performance across their own staff and partners</li><li>Defining and reporting on the success of customer teams</li></ul><h2 class=" " id="">SOLUTION</h2><p class=""><html><head></head><body>Playvox Workforce Management</body></html></p><div class="single-testimonial"><div class="inner-wrapper"><template id="B:e"></template><template id="B:f"></template><template id="B:10"></template></div></div></div></div></div></section></div><script>$RR("B:2","S:2",[["/_next/static/css/e267a4b5b6c41649.css","dynamic","as","style"],["/_next/static/css/039c49ce43f302a5.css","dynamic","as","style"]])</script><div hidden id="S:5"><div class=" "><section class="contact-us m-[10px] py-[30px] rounded-[5px] desktop:py-[50px] skin-dark-gray m-[10px] rounded-[5px] py-[30px] desktop:py-[50px]"><div class="relative mx-auto flex w-full max-w-[1440px] flex-wrap gap-x-10 overflow-hidden px-[30px] tablet:px-[50px] desktop:flex-nowrap desktop:px-[100px]"><div class="desktop:w-1/2"><template id="B:11"></template><template id="B:12"></template></div><div class="desktop:w-1/2"><form id="mktoForm_3286" data-on-submit="NICE.EmbeddedMarketoForm.FormSuccess" data-url="/contact-us/contact-us-thank-you" data-form-id="3286" data-type="redirect" data-cookiename="PassthruSubmitted" data-cookieduration="30"></form></div></div></section><div class="nice-group skin-dark-gradient max-width-none" id=""><template id="B:13"></template></div></div></div><script>$RR("B:5","S:5",[["/_next/static/css/0d89879166c5b795.css","dynamic","as","style"]])</script><div hidden id="S:e"><h3 class=" " id=""><mark style="background-color:rgba(0, 0, 0, 0)" class="has-inline-color has-text-primary-2-color">“The joy of working with Playvox is that they get the Afterpay Way.</mark> Our business is continually changing, and we need a partner that gets that and adapts with us.”</h3></div><script>$RR("B:e","S:e",[])</script><div hidden id="S:10"><p class=""><html><head></head><body>HEAD OF SERVICE DELIVERY AFTERPAY</body></html></p></div><script>$RC("B:10","S:10")</script><div hidden id="S:11"><h3 class=" " id="">Contact us</h3></div><script>$RC("B:11","S:11")</script><div hidden id="S:12"><p class=""><html><head></head><body>If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our <a href="/services/customer-support" class="nice-link" rel="" target="_self" aria-label="support page - open in same tab">support page</a> to log into the Customer Community portal.</body></html></p></div><script>$RC("B:12","S:12")</script><div hidden id="S:6"><div class="feature"><template id="B:14"></template><template id="B:15"></template></div></div><script>$RC("B:6","S:6")</script><div hidden id="S:7"><div class="feature"><template id="B:16"></template><template id="B:17"></template></div></div><script>$RC("B:7","S:7")</script><div hidden id="S:8"><div class="feature"><template id="B:18"></template><template id="B:19"></template></div></div><script>$RC("B:8","S:8")</script><div hidden id="S:9"><div><template id="B:1a"></template><template id="B:1b"></template></div></div><script>$RC("B:9","S:9")</script><div hidden id="S:a"><div><template id="B:1c"></template><template id="B:1d"></template></div></div><script>$RC("B:a","S:a")</script><div hidden id="S:b"><div><template id="B:1e"></template><template id="B:1f"></template></div></div><script>$RC("B:b","S:b")</script><div hidden id="S:c"><div><template id="B:20"></template><template id="B:21"></template></div></div><script>$RC("B:c","S:c")</script><div hidden id="S:d"><div><template id="B:22"></template><template id="B:23"></template></div></div><script>$RC("B:d","S:d")</script><div hidden id="S:f"><div class="author"><template id="B:24"></template></div></div><script>$RC("B:f","S:f")</script><div hidden id="S:13"><section class="section-heading max-width-793 skin-default page-digital-wfm-transformation"><div class="mx-auto my-[30px] px-[30px] text-center"><template id="B:25"></template><template id="B:26"></template><template id="B:27"></template></div></section></div><script>$RC("B:13","S:13")</script><div hidden id="S:14"><figure class=" text-left"><img alt="Big Increases" loading="lazy" width="450" height="287" decoding="async" data-nimg="1" class="inline-block" style="color:transparent;border-radius:0px;border-style:none;border-width:0px" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fdigital-wfm-transformation-450x287-bar-image-3.jpg&w=640&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fdigital-wfm-transformation-450x287-bar-image-3.jpg&w=1080&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fdigital-wfm-transformation-450x287-bar-image-3.jpg&w=1080&q=80"/></figure></div><script>$RC("B:14","S:14")</script><div hidden id="S:15"><div></div></div><script>$RC("B:15","S:15")</script><div hidden id="S:16"><figure class=" text-left"><img alt="30% Increased agent productivity by nearly 30% since 2018 and improved QA and CSAT scores." loading="lazy" width="450" height="287" decoding="async" data-nimg="1" class="inline-block" style="color:transparent;border-radius:0px;border-style:none;border-width:0px" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fdigital-wfm-transformation-450x287-bar-image-1.jpg&w=640&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fdigital-wfm-transformation-450x287-bar-image-1.jpg&w=1080&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fdigital-wfm-transformation-450x287-bar-image-1.jpg&w=1080&q=80"/></figure></div><script>$RC("B:16","S:16")</script><div hidden id="S:17"><div></div></div><script>$RC("B:17","S:17")</script><div hidden id="S:18"><figure class=" text-left"><img alt="MAJORIMPROVEMENTS In QA and CSAT scores" loading="lazy" width="450" height="287" decoding="async" data-nimg="1" class="inline-block" style="color:transparent;border-radius:0px;border-style:none;border-width:0px" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fdigital-wfm-transformation-450x287-bar-image-2.jpg&w=640&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fdigital-wfm-transformation-450x287-bar-image-2.jpg&w=1080&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F11%2Fdigital-wfm-transformation-450x287-bar-image-2.jpg&w=1080&q=80"/></figure></div><script>$RC("B:18","S:18")</script><div hidden id="S:19"><div></div></div><script>$RC("B:19","S:19")</script><div hidden id="S:24"><p class=""><html><head></head><body>YVONNE GILMOUR</body></html></p></div><script>$RC("B:24","S:24")</script><div hidden id="S:25"><h2 class="text-center " id="">Get Started with NICE</h2></div><script>$RC("B:25","S:25")</script><div hidden id="S:26"><p class="text-center"><html><head></head><body>Join the thousands of businesses who trust NICE to create exceptional customer experiences with purpose-built AI.</body></html></p></div><script>$RC("B:26","S:26")</script><div hidden id="S:27"><p class="text-center"><html><head></head><body><a rel="" href="/lp/get-quote" target="_self" class="nice-link button-large button-blue" aria-label="Get a quote - open in same tab">Get a quote</a></body></html></p></div><script>$RC("B:27","S:27")</script><div hidden id="S:1a"><div class="title"><template id="B:28"></template></div></div><script>$RC("B:1a","S:1a")</script><div hidden id="S:1b"><div><template id="B:29"></template></div></div><script>$RC("B:1b","S:1b")</script><div hidden id="S:1c"><div class="title"><template id="B:2a"></template></div></div><script>$RC("B:1c","S:1c")</script><div hidden id="S:1d"><div><template id="B:2b"></template></div></div><script>$RC("B:1d","S:1d")</script><div hidden id="S:1e"><div class="title"><template id="B:2c"></template></div></div><script>$RC("B:1e","S:1e")</script><div hidden id="S:1f"><div><template id="B:2d"></template></div></div><script>$RC("B:1f","S:1f")</script><div hidden id="S:20"><div class="title"><template id="B:2e"></template></div></div><script>$RC("B:20","S:20")</script><div hidden id="S:21"><div><template id="B:2f"></template></div></div><script>$RC("B:21","S:21")</script><div hidden id="S:22"><div class="title"><template id="B:30"></template></div></div><script>$RC("B:22","S:22")</script><div hidden id="S:23"><div><template id="B:31"></template></div></div><script>$RC("B:23","S:23")</script><div hidden id="S:28"><p class=""><html><head></head><body>ABOUT</body></html></p></div><script>$RC("B:28","S:28")</script><div hidden id="S:29"><p class=""><html><head></head><body>Afterpay is an Australian financial technology company operating in the United States, United Kingdom, Australia, and New Zealand. They have enjoyed robust growth - doubling their consumer base with more than 11 million active customers and 40,000 retail partnerships when coronavirus spurred new spending habits. Launching into new regions and territories while also attracting tens of thousands of new customers every day created serious challenges for their contact center. They were forced to forecast staffing, without a view into historical trends. Adding to the complexity was their need to leverage various outsourced partners to scale for growth. With a conflicting view of success among their agents and partners, they needed a complete Workforce Management (WFM) solution.</body></html></p></div><script>$RC("B:29","S:29")</script><div hidden id="S:2a"><p class=""><html><head></head><body>INDUSTRY</body></html></p></div><script>$RC("B:2a","S:2a")</script><div hidden id="S:2b"><p class=""><html><head></head><body>Retail</body></html></p></div><script>$RC("B:2b","S:2b")</script><div hidden id="S:2c"><p class=""><html><head></head><body>REGION</body></html></p></div><script>$RC("B:2c","S:2c")</script><div hidden id="S:2d"><p class=""><html><head></head><body>APAC</body></html></p></div><script>$RC("B:2d","S:2d")</script><div hidden id="S:2e"><p class=""><html><head></head><body>ESTIMATED SIZE</body></html></p></div><script>$RC("B:2e","S:2e")</script><div hidden id="S:2f"><p class=""><html><head></head><body>500-1000 agents</body></html></p></div><script>$RC("B:2f","S:2f")</script><div hidden id="S:30"><p class=""><html><head></head><body>WEBSITE</body></html></p></div><script>$RC("B:30","S:30")</script><div hidden id="S:31"><p class=""><html><head></head><body><a href="https://www.afterpay.com/global/country-select" class="nice-link" rel="" target="_self" aria-label="www.afterpay.com - open in same tab">www.afterpay.com</a></body></html></p></div><script>$RC("B:31","S:31")</script></body></html></body></html>