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.”

“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.”

“Working with more of the features of NICE CXone is helping us see the point of view of our customers, including the improvements we can make and our customer service representatives can make.”

“NICE Employee Engagement Manager is delivering on our business goals to align staffing with the needs of our client programs and helping us get our real-time WFM analysts away from data entry so they can focus on more analytical work.”

“We were constantly challenged to track down issues and didn’t generally know we had an issue until there was a complaint. Consolidating platforms on NICE CXone was a no-brainer. Allowing central management of our voice presence was critical to improving our management capabilities and technical support. It also simplifies the networking and infrastructure.”

“NICE Workforce Management has helped us develop a much more engaged employee population. On the front line and among team managers, they all feel that they are better supported to deliver services. There are tactical and strategic models telling them what’s going to happen for the rest of the day, in a week, and in a month’s time.”

“We were at the forefront of responding to the pandemic with a range of services that the world had never had to deploy before. And it was the CXone platform that made it possible.”

“NICE CXone offered a solution that could be tailored to our needs, while offering great flexibility which can be maintained and improved with our current talent. It is the highest compliment I can pay when I say that most of the support teams have no idea how and when NICE CXone is functioning in the background. It has been a silent hero.”

“I can’t overstate the importance of NICE CXone, and the stability it provided when we had a ransomware attack. CXone is a critical tier-one platform for us.”

“With our previous survey software, we were limited, we were essentially just checking a box. NICE CXone Feedback Management’s NPS capabilities have opened our eyes, giving us a full picture of what’s happening at our individual properties, and at the state and portfolio level.”

“CXone has made it easy to support all our customer service and telesales organizations, delivering operational efficiencies, cost reduction and improved performance worldwide.”

“Enlighten AI analyzes every interaction and provides additional intelligence on agent behaviors for more effective coaching conversations that improve the customer experience. Our goal is to be number one from a customer experience standpoint, and NICE is helping us climb the ladder in those rankings.”

“The quality model we have created with Nexidia gives us a competitive advantage, and additional value discussing contracts with clients. The insights from Nexidia help us identify opportunities to improve our processes, and improve the perceived quality of our services.”

“Whereas WFM is typically seen as a cost center funded by the business, at Gusto, we’re now seen as a way to save money and make the business more efficient. Our leadership can see the difference managing the intraday makes, and they rely on the data we provide. NICE has really helped us prove our worth.”