NICE Systems is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.
"We produce our schedules three weeks in advance and then make them available so agents can trade their entire schedule if they want. Also, people can access IEX WebStation to view their own schedules, and will get alerts as reminders for breaks and lunches. That's a huge component to keeping our agents happy."
“We chose NICE CXone, because of its scalability, omnichannel functionality and ease in configuring and upgrading the system.”
“When the federal shutdown occurred, we anticipated a huge influx of calls related to applying for aid. With CXone, within 24 hours we increased our capacity to handle those calls."
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