How Nissan is Driving Smarter, Scalable Self-Service

Nissan transformed its contact center experience with Omilia by migrating from a legacy IVR to a customizable, vendor-agnostic solution that fits seamlessly into its broader tech stack. With over 500,000 monthly calls, Nissan focused on increasing containment, reducing agent costs, and taking ownership of its voice applications. The team now manages and evolves the solution internally, driving both inbound and outbound automation, while eyeing expansion into Mexico and enhanced authentication with voice biometrics.