Independer is a leading online insurance and financial comparison platform in the Netherlands, helping consumers find the best deals on insurance, mortgages, loans, and other financial products. Through an intuitive and transparent platform, users can compare options based on price, coverage, and customer reviews, enabling them to make well-informed financial decisions that suit their needs and budget.
With a customer base of over 1 million, 350,000 annual contacts, and 125 contact center agents, Independer needed to replace its end-of-life platform with a modern, scalable solution that could support its growth ambitions and deliver a better customer experience.
BrightContact successfully delivered a full transformation of Independer’s contact center by implementing the NICE CXone OmniChannel platform within six months. This included advanced capabilities such as Digital First Omnichannel Routing, Voice & Automated Speech Recognition, Audio Recording, Quality Management, and Workforce Management. The solution was seamlessly integrated with Salesforce, SAP, and NICE IEX Workforce Management, enabling 125 agents to handle over 350,000 contacts annually for more than 1 million customers.
By implementing NICE CXone with integrated Digital First Omnichannel Routing, Speech Recognition, Audio Recording, Quality Management, and Workforce Management, BrightContact helped Independer significantly improve service efficiency and quality. The integration with Salesforce, SAP, and NICE IEX WFM created a unified environment for agents, reduced operational complexity, and enabled faster, more personalised customer interactions — supporting Independer’s mission to make financial decision-making easier and more transparent for consumers.
