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.”

“By simply looking at that QA tool and seeing the repetition of certain phrases, we were able to greatly improve patient access and caller satisfaction.”

"Before IEX, it was like managing in the dark; it felt frantic and confusing at times. Thank you for turning on the lights."

"Having worked in the world of Quality Assurance for over 10 years, my observation is that the NICE monitoring system is head and shoulders above any other system in reviewing calls and reporting findings."

“I have found NICE to perhaps be most beneficial in the quality/ops relationship. I can now shine a light onto what areas the management should focus.”

"As the Business Matured, we had to move from a simple model to one of more complexity. The Issue of customer service became more important that's when we saw the need to implement the solution."

"The introduction of automated, flexible scheduling delivered cost reductions of 20 percent, producing greater efficiency and reducing our manual tasks."

“The NICE solution is robust and allows scalability to meet all Itaú databases, in a centralized way and with high availability in a standardized environment.”

“When the federal shutdown occurred, we anticipated a huge influx of calls related to applying for aid. With CXone, we were able to increase our capacity to handle those calls within 24 hours.”

“It’s an integrated solution that ensures, above all, the safety of the recordings, and efficiency in managing the environment.”

“It took us less than one day to increase capacity with NICE inContact’s CXone technology. Using our old on-premises platform it would have taken us months to increase capacity to meet the demand.”

"The NICE solutions provide us the capability to get accurate and consistent information faster and more efficiently in order to reduce costs while increasing customer satisfaction."

“With CXone, our queue wait times fell 46 percent, and our pre-queue IVR time (the time a customer spends in the IVR before being routed to an agent), decreased nearly 33 percent.”