538 NICE Systems Testimonials

“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.”

“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.”

“We only need to run one report for insights into the number of inbound and outbound calls, available time and more. We can catch critical trends and address them right away."

“We brought in two or three other vendors, and one of the things I thought was interesting was that one vendor in particular kept comparing themselves to NICE, saying that they were going to get to where NICE was and I’m thinking, ‘Well, I think I should be talking to NICE."

“CXone gives us the flexibility we need to expand beyond government clients and land clients in the commercial sector.”

“If we do get a complaint, we can sit down with the consumer service rep and listen to that conversation with the rep so they can hear their own voice and they might say you know I wasn’t rude, or I guess I could have handled that better."

“CXone revolutionized our customer journey. We can connect customers to the right agents immediately."

“Our dispatch center routinely interfaces with outside field crews who maintain and operate power lines and substations.”

“We never knew how many callers were sitting in queues and waiting to be connected to agents. As a result, we couldn’t make intelligent decisions regarding when to put more agents on the phones. It crippled our operations and frustrated our customers.”

“It was by far the easiest and cleanest install I’ve ever done, and I’ve done at least four installs with robotic process automation software.”

“The ability for us to have real-time reporting with CXone is probably one of the most important facets of our business. This reporting feature allows us to have a full understanding of our current call center model, thus enabling us to make intelligent business decisions.”

“The NICE-inspired and Analytics-driven coaching process we’ve adopted has had a tremendous effect on employee engagement.”

“I have seen firsthand how reps correcting themselves and coming up with their own action plans create so much more commitment on their part.”

“The benefits of NICE Desktop Automation are enterprise-wide and will serve Liq well into the future.”