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.”

"We produce our schedules three weeks in advance and then make them available so agents can trade their entire schedule if they want. Also, people can access IEX WebStation to view their own schedules, and will get alerts as reminders for breaks and lunches. That's a huge component to keeping our agents happy."

"Prior to this, we had clients in our network with NICE inContact technology. So we knew the products, had integrated them with workforce management tools and to get reporting, and had even set up a dedicated network connection with NICE inContact. But now it’s a fullfledged partnership: NICE inContact is our go-to resource for an omnichannel cloud platform."

"NICE has been an integral resource for achieving our most daunting challenges meeting the growing demand for service without increasing resources, creating a strong Customer Service culture, and reducing revenue loss. The combination of NICE IEX Workforce Management, NICE Quality Management and Nice Interaction Analytics-based business solutions has given us capabilities to meet the demands of both our customers and our management."

"Upgrading our NICE IEX Workforce Management system to Release 4 provides our call centers with an improved method to forecast call arrivals, AHT, service levels and agent scheduling. And as a bonus, our enhanced reporting capabilities present us greater opportunities to manage our performance."

“Our ability to scale at speed across the globe, as well as execute quickly, increased significantly with CXone.”

"The NICE solution has helped improve agent job satisfaction in terms of getting the kind of coaching that we look to give them. Agents even ask us to have one of those coaching sessions, this didn’t used to happen."

"Implementation of NICE Interaction Analytics technology has allowed us to combine art and science under one roof and improve our decision making ability with targeted analytics. As a member of a support function, it provides us with the confidence and agility to serve our internal and external clients."

“By using CXone to implement a new market acquisition program, we’ve seen a drastic and measurable shift in customer growth and retention.”

"NICE Fizzback has given a voice to the silent majority of customers, and lets them talk to the company's management team in a way that's easy and convenient for them. The benefits in terms of improving customer service and generating customer goodwill are significant."

"The installation of NICE Perform was a key turning point for the call center of Philips Respironics. The ability to record and monitor calls in the heart of the business has proved to be an invaluable tool extending beyond the walls of the call center. Decisions ranging from something as simple as to how we are answering each call, to evaluations of our training needs, are now made with confidence knowing that we have the information to support these decisions."

“With CXone, we’ve downsized our large facilities for smaller offices or eliminated them entirely, because our agents can now work remotely. Offering our agents work-from-home options also increased our retention rates, which are some of the best in the industry.”

"This switch was a game-changer for us and highlights how we have come to rely on the application - not just as peripheral quality monitoring tools used by a handful of people but as a backbone application recording critical business transactions. This has enabled us to make significant improvements."