“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 …

“With NiCE Cognigy we were able to deploy a chatbot to assist users in Rio Grande du Sul in just six hours.”

“With SmartReach, we went from dead last to first out of 7 vendors in less than 90 days. The ability to launch campaigns in under 48 hours and scale our team on demand has completely transformed how we operate.”

“It was an easy decision for us when the opportunity for voice analytics came up because we already knew the system and how it had changed our quality processes. We were really impressed, and NiCE made it incredibly easy.”

"We’re going through a change in our organization where we reinvent the way we operate. We picked NiCE because it’s the top in the industry and provided everything we needed immediately, and for where we want to go."

"Our top priority is helping our teams find and deliver the right information fast— and NiCE makes that possible. With Expert and Copilot, our agents are confident, consistent, and supported every step of the way."

"We didn’t want to be shoehorned into features and random KPIs that didn’t matter to us. With WFM, we configure things to what need and just focus on providing great service."

"We made the right choice moving to NiCE, allowing us to take the next steps along our digital journey."

“We’re very dataobsessed, and we have dashboards where leaders look at our core performance, including service level targets for all our services, We have over 150 regular reports and in terms of how CXone Mpower QM enables us, we are happy users.”

“Some of our clinical teams were really concerned. We’re working to be able to maximize the time a service user can spend with a Whakarongorau clinician or counselor, unlocking capacity, And because of that work, we’re actually going to have a much better result.”

“Every time we needed to upgrade, scale, or make any infrastructure changes, it took a longer time.”

"We’re really proud of what we’ve done with EEM. We’ve stretched it beyond what it was originally built for and created a dynamic model that empowers our agents and enhances our business."

"With NiCE Cognigy Al, we've chosen a platform that delivers just that A tool that is flexible enough to cover a lot of different use cases but at the same time provides a common framework for global scaling and governance."