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.”

“With our previous systems, we couldn’t skill agents to take calls based on multiple language proficiencies, For instance, bilingual agents couldn’t be skilled to take calls in both English and Spanish. With CXone, we’ve skilled our agents based on the languages they speak, which helps us improve our customer experience.”

“We were able to build a custom integration between NICE inContact and Dynamics 365 CRM that enables us to track every sale and contact—across every touchpoint we’ve had with the customer.”

“By reducing our handle time with CXone, we’re saving money, increasing service levels and keeping our customers happy.”

“Having our entire call center on the CXone platform has made it so much easier to run our care operations, which has led to improved member satisfaction and cost savings.”

“We could never have done with our old system what we’re now doing with CXone. Our agent performance has increased across all locations, making a huge impact on revenue and costs.”

“CXone Personal Connection has saved us over six figures by eliminating the need for the outsourced contact center we previously used to confirm service appointments.”

“Our average speed to answer has improved by roughly 30 seconds in just one year because CXone Workforce Management is helping us staff more accurately. And CXone Performance Management allows us to see at a more granular level what is actually taking place in the life of a call.”

“Our service levels jumped 25 percent in just one month due to our agents viewing their real-time adherence metrics. They now understand how their performance impacts service levels.”

"With CXone, we have visibility into the customer experience. If anything is negatively impacting our customers, such as long hold times, we can act on it right away.”

“With CXone, we immediately had a more stable system and far better call quality, which improved the customer experience.”

“CXone has the functionality we needed, and NICE CXone has the depth of experience we wanted. It’s not surprising that so many large contact centers choose them.”

“By using CXone to optimize our prequalification processes for sales leads, we reduced handle time, gained efficiencies and increased our sales rate.”