“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 …

“Now, they understand our mission and goals for the future and they’re fully on board.”

"BRS’s journey with NICE CXone Mpower has transformed our contact center operations and truly empowered our team. The ability to manage everything from one platform while delivering consistent, high-quality service across channels is invaluable. This collaboration with NICE supports our commitment to operational excellence and positions us for continued growth …

“We really appreciate the filtering options in Supervisor, which let us see only what we need to see – when we need to see it.”

"We are able to stay on top of things with CXone Supervisor. The multilevel filtering options let us focus on what is most important and urgent, while reskilling agents to meet our needs is amazingly easy.”

“With NiCE CXone Mpower, Great Southern Bank has the infrastructure and technology it needs to execute meaningful changes to help customers; it’s that simple.”

“Playvox by NiCE has been integral in driving accountability with our BPOs and is operationally critical to running our agent operations. We would not be able to effectively balance costs and performance in the way we do today, without support from Playvox by NiCE tooling and their team.”

“The biggest reward we’ve gained from Playvox, is that the platform springboards conversation. It’s not a penalty system. It’s a collaboration tool. It allows the advisor to come with their guard down and be a little vulnerable. If they are struggling, they can ask for help. That’s where we see …

“And we were doing a lot of guessing when it came to scheduling, which meant there were times we were really understaffed or overstaffed.”

“We had ten systems, and a lot of manual duplication just to keep them running, None of it was centralized, and we were losing time and insight because of it.”

“Our goal is to free up the time of our employees to think and work more strategically. AI Agents are taking over a lot of administrative processes, all the things that are not the most desirable aspects of work. The intention is never replacing humans, but rather to make their …

"CXone Quality Management Evaluation Summary didn’t just save us time, it brought our managers into the QA process like never before. That was our real ‘aha’ moment."

“Our customer service team truly appreciates the collaboration with the Digital Chat AI Agent. It efficiently handles routine inquiries and precisely manages orders, saving us around 2,500 calls each month. This reduction in call volume allows our agents to dedicate more time to engaging with customers who have complex requests.”