538 NICE Systems Testimonials

“These issues caused us enormous headaches, because our volume numbers were artificially inflated, and our agents had to deal with the delay each time they answered a call. We had no accurate view to actual traffic or service levels.”

“We wanted to get up and running at a steady state, but we also needed to know what made the most sense for our business. It took time, but it was worth it. We were able to provide real examples to senior leadership and say, ‘In this scenario, we will save $5,000 per week.’ That’s pretty powerful.”

“The ECHO survey system from NICE inContact has transformed the way we look at customer satisfaction, It provides us reliable measurements, facts and figures that let us communicate to Commerce Bank executives and agents about how our customers feel about them.”

"There are enormous changes in the way we do things in our contact center since we implemented the NICE solution. It allows us to ensure that the information supplied to customers is accurate; it helps us understand our agents’ and call center’s strengths and weaknesses."

"Our partnership and collaboration with our internal partners coupled with the use of the NICE Interaction Analytics program have had a profound and sustained impact on our customer retention rate. We will continue to use the program to drive additional organization-wide improvements."

"I can’t wait for the new RTI invoice analysis feature to be deployed so I can have more focus on listening and talking to the customer so he/she fully understands my explanations and does not have to call again."

"Efficient utilization of the NICE IEX Workforce Management tool has allowed ACS to secure partnership relationships with high-profile clients, most recently with a Fortune 50 wireless provider. This project resulted in jobs creation for thousands of ACS employees and significant contributions to the success of our business unit."

"As we continue to address more complex challenges in the contact center environment, it is increasingly critical to have the kind of insight that NICE enables.With hundreds of Associates across multiple sites, it's imperative that we make informed decisions to minimize disruptions within our sites and to our clients. The NICE Analytics Team is an effective partner to that end by taking numerous customer interactions with our Associates and producing tangible decision points that allow me to create decisive solutions."

“Our Customer Care teams deliver solutions that achieve customer experience excellence. The results from the NICE Fizzback solution create even more opportunities for us to deliver in-the-moment recognition and coaching to our associates. It also provides comprehensive, realtime feedback from our customers which allows us to continually enhance our service delivery.”

"The NICE solution has been extremely valuable in our efforts to share edited calls that contained exceptional behaviors knowing that it would save time and money while making improvements towards our main business objectives."

“Our agents have realized how great Compass, our brand for NICE Performance Management, can be for them. It’s not just about managing their work lives, it shows them how they’re doing and how they’re contributing to the bottom line.”

"We love the ability that NICE inContact gives us to do whatever we want. It doesn't limit what we can do. It lets us add the features or make the changes we need to be more profitable at little or no extra cost."

"The NICE solutions were a tremendous help for us to address our complex business and IT requirements. As American Express in Canada provides a wide rang of services to its many customers, we needed a solution that could address our compliance, operations, and customer satisfaction and sales objectives. The NICE solutions tied it all together so that the different departments could leverage the valuable information that we were capturing in the most effective manner possible. Furthermore, our IT department was thrilled that we could significantly reduce our data footprint and enjoy such a significant cost savings on storage."

"Interaction analytics has enabled us to make great bounds in improving our client experience and will continue to do so as we move forward."

"We looked into NICE and some other vendor options for our QA needs. NICE was a top contender due it to being a best practices company and for its industry reputation."