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.”

“NICE helps Livelo create experiential connectivity for our customers, both in terms of using loyalty points and with regard to the journey that begins with the customer’s first contact with our brand.”

“NICE WFM is the glue that brings all our service centers together.”

“The ECHO solution from NICE inContact is such a powerful tool. It lets us see everything that’s going on with the survey in real-time. It improves our ability to measure the level of satisfaction we provide. It gives us the flexibility of having different surveys for different product lines, so business line managers can easily drill down and see results for how the contact center handled their specific customers.”

“We were using an outsourcer because, in our industry, it’s imperative that customer calls be answered by a live person. Otherwise, callers go to the next self-storage company in the phone book and we lose the sale, But our service had no way of knowing whether the caller had phoned before or was already a customer. Outsourcer appointments sent by email sometimes didn’t get retrieved before the customer showed up to see a unit, and so on. We really wanted to improve the customer experience as well as our ability to track all customer contacts.”

“The IVR scripting in inContact is considerably quicker than what I had been used to in other systems. It was also a lot easier to add recordings. In the premisebased solution we had used previously, it would have taken two to three times as long to change or add recordings.”

“It would have cost $2 million to upgrade our on-premise call center system NICE CXone gives us the features and flexibility we need at a cost that is minimal in comparison.”

“Not everyone is going to pick up a phone so we have to give them multiple options, They can send us a text message, an email or call. We want to capture every electronic method of communication and NICE CXone allows us to do that.”

“We chose NICE CXone, because of its scalability, omnichannel functionality and ease in configuring and upgrading the system.”

"To have completion rates of eight hours or less—that’s phenomenal. We’re really taking customer service to the next level with NICE CXone.”

“CXone makes it possible for us to offer our clients a contact center solution that covers the entire globe.”

“Our business is relatively complex because we have different business divisions, and we give them flexibility in deciding how they want to manage their contact centers. Since NICE CXone is so easy to use, the contact center managers can make many of their system changes, such as modifying IVR scripts, while still maintaining a consistent brand and voice for Mitchell.”

“We now have visibility into important metrics, like conversion rates and right-party connects, that we didn’t have before CXone.”