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.”

“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.”

"NICE IEX Workforce Management is a really great tool. We use it for workforce management, monitoring agents and saving time. Now that enough time has passed for the system to collect historical data, we plan to start using it to improve our forecasting and future staffing models."

"The NICE IEX Workforce Management system allowed us to create a baseline, track metrics, and identify trends which helped the management team make critical decisions that led to key improvements that ultimately improved service to prospective students."

"One of the ways NICE has helped us improve the customer experience is by helping us cut the time the customer has to wait before his call is answered. By creating schedules based on call volume during intervals, our average speed-to-answer has decreased and our service levels have improved."

"Our cultural change programme has been a journey. The great thing about NICE Fizzback is that it's accelerating that journey by identifying where there are operational problems so we can address them quickly with the teams concerned."

"Instead of clients handing down instructions on how they want their operations partner to handle calls, they’re looking for catalyst360 ° to serve in a thought leadership role related to customer experience strategies. this includes leveraging customer experience data to improve customer loyalty and retention so it’s helped catalyst360 ° to be in more of a leading role with its clients."

"NICE was instrumental in helping us successfully implement our customer experience initiative They provided us with the valuable tools necessary to create a corporate culture that places a strong emphasis on the voice of the customer for improving customer satisfaction. With the usage of NICE's solutions, we were also able to identify potential sales opportunities and take cross selling action that resulted in a 24 percent increase in sales. Our management is steadfastly committed to delivering a positive customer experience and we believe that taking our customer service to the next level will ultimately drive larger financial returns."

"NICE’s trainers and professional services staff helped us map out our changes and were available for questions along the way, to make sure that our queue and CT interaction logic would work within the NICE structure."

"People's health plan needs don't always occur during regular business hours, nor can they wait until monday. NICE's trainers and Professional services staff helped us map out our changes and were available for question along the way, to ensure a successful implenentation for round-the-clock coverage."

"At Club Med we constantly strive to deliver a first class customer experience. We needed a solution that would help our agents truly understand travelers' needs and found it in NICE Interaction Recording and NICE Quality Management."

“The NICE Performance Manager Module coupled with NICE IEX Workforce Management helped us make significant improvements in our contact center operations. We are finally able to schedule and forecast trends quickly and accurately while empowering our agents to own their schedules and their performance.”

"It’s great to have the ability to monitor my agents’ activities in real time! Having the system provide me with the right feedback makes me a better manager."

“NICE Real-Time Process Optimization has made it possible for Grupo Contax to increase the quality of the services that we can deliver to our clients. This is one of the differentiators we offer in the outsourcer market, which is critical in a scenario of increased competition and reduced margins.”