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.”

"The NICE cloud solution reduced our technology infrastructure investment and lifted the IT support burden."

“Customer Journey Optimization provides powerful visibility into the multi-faceted interactions we have with our customers. It’s transforming the way we analyze those interactions to diagnose and resolve problems, and identify opportunities to improve our customers’ experiences."

"We have a good reputation and customers value our products and services. However, NICE Satmetrix has helped us to see the simple things we should do better as they make a big difference to our customers."

“We have validated that happy employees and happy customers go hand in hand."

"We want to make sure the customer journey is as convenient as possible. The combination of NICE technologies allows us to gain deep insights on the overall experience and to quickly translate those insights into actions which improve the quality of our customer interactions and the overall value we deliver to our brand partners and customers."

"Leveraging the full potential of the NICE WFM platform provided better control, increased productivity and optimized scheduling."

"With NICE’s technologies and our team’s focus, we were able to improve conversion rates, quality scores, first call resolution, analytics, and training."

"We went through a technological and cultural transformation, and the results improved not only productivity but also agent development."

"Our partnership with NICE enabled a myriad of efficiencies and enhancements including better data visualization, improved reporting capabilities, and greater flexibility for agents."

"NICE Workforce Management helps Nordia deliver the best possible schedules to our agents, providing work-life balance while meeting the multi-skilled, inbound and outbound service level metrics of our client."

"Supervisors are excited about our new coaching process, and staff are looking at how they perform on a daily basis and are more engaged."

"We are leveraging NICE products to simultaneously raise the bar for quantity, quality and productivity in our back office."