NICE CUSTOMER SUCCESS STORY
Supporting a Global Leader in Home Management Solutions with Nearshore Customer Service Excellence
CCSI Helps Nice Achieve 4 Years of Nearshore Success in Mexico
In February 2025, Call Center Services International (CCSI) celebrated four years of a successful partnership with NICE through its contact center in Mexico, building long-lasting relationships with its nearshore team.
Since NICE began working with CCSI in 2021, the company has continued to support its customers with excellence while setting a high standard in the market.
Nice Visits Their Nearshore Call Center Team in Mexico
In August 2021, NICE, one of the world's largest manufacturers of smart residential, commercial, and industrial solutions, visited its nearshore Mexico contact center operation to meet the team and recognize top-performing agents during a team lunch.
NICE's Mexico team provides technical support for a wide range of security products. NICE's main objective is to deliver fast issue resolution for its customers, and the Mexico team has been a valuable part of that effort.
During the visit, Greg Hancock, Senior Director of Technical Support Operations, shared his thoughts on the partnership:
"We have developed a strong relationship with CCSI over the past four years. We truly appreciate the team's professionalism, dedication, and overall performance. They take excellent care of our customers, which is why we continue to strengthen this partnership."
— Greg Hancock, Senior Director of Technical Support Operations
CCSI provides a talented, bilingual, and culturally aligned workforce that enables authentic customer interactions and effective communication with North American consumers. Reflecting on the team's performance, Mr. Hancock added:
"CCSI does a fantastic job of demonstrating empathy and delivering exceptional support to our customer base."
— Greg Hancock, Senior Director of Technical Support Operations
Why NICE Chose Mexico for Nearshore Support
NICE established its Mexico support center in 2020 to expand workforce capacity and strengthen customer support operations. NICE chose Call Center Services International (CCSI) to provide setup services and ongoing administrative support for its Mexico operation.
NICE recognized that Mexico offers key nearshore advantages, including significant labor cost savings, access to a large bilingual workforce, and close proximity to the United States. These advantages allow NICE to maintain greater operational control compared with other global outsourcing destinations.
NICE is a global leader in Home Management Solutions, offering a comprehensive portfolio of integrated solutions for residential, commercial, and industrial applications. Its innovative technologies span security, access control, artificial intelligence (AI), health and wellness, smart home automation, and power and AV solutions, helping customers create safer, smarter, and more connected environments.
Learn more at www.niceforyou.com.
OUR MANAGEMENT TEAM MAKES NEARSHORE SUCCESS EASY
Our experienced management team works closely with every client to ensure a smooth implementation, exceptional support, and long-term operational success.
OUR MANAGEMENT TEAM MAKES NEARSHORE SUCCESS EASY
Our experienced management team works closely with every client to ensure a smooth implementation, exceptional support, and long-term operational success.
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