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.”

“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.”

“By using different platforms at each site, we were experiencing a lot of issues such as high overhead from running three disparate contact centre solutions. It was also complex to maintain multiple solutions. For example, it was difficult to get a consolidated view of performance across the three locations.”

“NICE solutions deliver changes that benefit our frontline teams day-to-day, making them accountable and self-managing.”

“We’ve reached almost every goal, including cost savings and operational improvements. NICE CXone ticked every single one of the checkboxes we had from a business standpoint.”

“With NICE’s data integration, automation and real-time guidance, we knew we’d hit a gold mine.”

“After the best implementation I have ever experienced, we have improved operational efficiency and decreased costs while also improving the member experience.”

“One of the great differentiators of CXone is the mobility its cloud architecture offers as an option in emergency situations or a change in the company’s strategy. In addition, it offers tools for remote team management.”

“With the NICE WFM and RTAM integration in the back office we can improve visibility, resource allocation, engagement and productivity.”

“The customer service team primarily handles inbound interactions, and we also have an outbound recovery department.”

“With coaching based on the NICE NPM solution, we started to see improvement right away, which then continued month to month.”

“CXone is a big morale boost for the agents. They’re getting positive feedback because we can share their performance metrics with supervisors and executives. Receiving that recognition is a massive benefit.”

“NICE gave us the capability to design and implement a call quality plan that directly and positively impacted customer service.”

“When the COVID-19 pandemic hit, our inbound volumes ballooned as much as 111%. To complicate matters, it occurred at the same time as we were moving our agents to working from home. At the same time, we were also struggling with a 90% attrition rate.”