538 NICE Systems Testimonials

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

“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 are now much more aware of the impact changes have on our processes, and are better able to communicate to our business units how to manage change and improve responsibility and accountability in various functions.”

“We saw improvement and we got results for those metrics we targeted using NICE WFM.”

“Engage ensures faster and accurate performance reporting for more expedient optimization.”

“We are reaping the benefits of better workload management across multiple support centers and around the globe.”

“Now we understand why customers are feeling a certain way and can do root cause analysis that allows us to implement or recommend policy modifications to meet customer expectations.”

“Our mission is to continually improve and Nexidia AudioFinder is playing a big part in helping us to achieve and sustain this important goal.”

“Our clients are particularly excited about having data-driven insights they can act on, and by an improved understanding of what their consumers are really talking about.”

“As we continue moving additional commission elements into the NICE ICM System, we‘re increasing our centralized management. We are quickly moving toward a single system for processing and reporting all compensation data.”

“The open lines of communication with NICE and our dedicated internal group mean that we have the focus, expertise, and ability to be agile.”

“NICE provides the full call recording, comprehensive screen capture, and advanced understanding of customer input we need in order to better evaluate our advisor workforce.”

“In the past, we have relied heavily on agents, monitoring and verbatim from customer satisfaction surveys to understand customer behavior. Today, NICE Interaction Analytics allows us to look deeper than that, on a more real time basis and gain the insight needed to more effectively satisfy our customers and empower our agents.”

“Agents love it, as they are now obtaining direct and accurate feedback on their performance from the customers they are supporting. Even moving the focus from fixed to variable pay - the good employees welcomed it, because if they’re doing a good job they will now be rewarded for it. In the past they could have witnessed mediocre service being rewarded, which was starting to disengage our top performers, something we obviously couldn’t let continue.”