“Omilia checked most of the boxes for us. It was the most future-proof solution with the strongest conversational engine. Other platforms required heavy development and maintenance. We wanted a true platform that wouldn’t add to our existing overhead and Omilia stood out.”
Abhijit Patil, Contact Center Strategy and Delivery Manager, NMAC Sales Finance
Nissan Motor Acceptance Company (NMAC) embarked on a major transformation to modernize its complex, legacy contact-center environment. With outdated IVR technology, limited analytics, and poor containment rates, customers were trapped in rigid menu paths while the business lacked visibility into performance.
“We had complexity upon complexity. A legacy system talking to other legacy systems… a maze of menus, poor analytics, and no visibility into our KPIs. Any change – big or small – required time and money, and it just compounded over time.”
After evaluating multiple vendors, NMAC chose Omilia for its proven conversational AI engine, future-proof platform, and strong track record in regulated financial services.
Working collaboratively with Omilia, NMAC deployed a unified solution that seamlessly integrates with both legacy and next-gen systems, delivers natural conversational experiences, and provides deep, real-time analytics.
Just months after launch, NMAC doubled call containment, from 25% to 55%, while dramatically improving customer experience and agent handoff quality. With continuous optimization guidance and new capabilities rolling out, NMAC sees Omilia as a long-term strategic partner in its CX evolution.
“Right out of the gate, our call containment jumped from about 25% to 55%. Customers are engaging with the solution the way we hoped – getting what they need faster.”
