538 NICE Systems Testimonials

“CXone gives us the flexibility we need to expand beyond government clients and land clients in the commercial sector.”

“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 NICE system keeps me organized and on target with my monthly goals. It gives me a good view of where I am and where I need to go to accomplish my goals. It makes the evaluation process quicker and easier to execute. I am glad to work with the NICE.”

"We relied on NICE throughout the development process to ensure the accuracy of our applications. The partnership between our company and NICE was instrumental in our success with these projects."

"As our quality assurance team grew, so did agents’ frustrations with the different styles and manner in which they were being evaluated. As a result, we’ve standardized the process and gotten QA specialists and agents on the same page for how the review process works."

"Prior to this process implementation we were not measuring conformance or adherence, agents used auxiliary (AUX) codes (restroom time, fax/print time, personal time) with no limitation and were rarely involved in their own personal schedules. Although we had guidelines for aux usage, our agents were never held accountable for exceeding those measurements. Conformance gave us the opportunity to provide an expectation to our agents and to provide all the tools necessary for each agent to meet the conformance goal."

"NICE IEX Workforce Management has a proven track record and the features we wanted immediately, as well as the functionality necessary to support future business developments."

"NICE IEX Workforce Management supplies us with the most accurate portrait possible of current and future demand versus scheduling supply."

"Our business has grown dramatically when we switched to NICE inContact, and there is a direct correlation. They provide us with the reliable platform, a cutting edge feature that is continually updated, and a support team I can count on. We know from experience that you can't expect that from every technology provider."

"Bell’s implementation of the fizzback solution was precisely to better understand the voice of the customer."

"Implementing the NICE Fizzback solution has delivered fast and positive results; The BT Faults and Repair scores over the course of several months reveal significant improvements with NPI improving by an impressive 38 points and agent satisfaction by 23%, with numbers continuing to rise."

"When I first heard about the workforce and performance tools, I thought it was going to be scary and a bit like 'big brother', but my experience has been the total opposite. The tool has transformed behavior meetings are better planned and more purposeful, vacation planning is easy and trackable, and the overall needs of the business are being achieved. Plus, I love that I can customize my screens according to my color and language choice."

"Performance manager allows both agents and supervisors to review real-time performance. This was extremely valuable to me in motivating agents to meet key performance indicators. Plus, with real-time information, I can conduct on-the-spot coaching and immediately address performance issues."

"At 211 San Diego, we are always preparing for a surge in demand from our community, whether it's from a new program introduced or local disaster or crisis. So we need call center technology that supports that mission. inContact gives us the instant scalability and flexibility to add seats and change call destinations in an instant. We can't get those features from an in house platform."