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.”

“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’ve been using NICE WFM for 20 years and would call ourselves experts. But really, we’re only experts in what we know, and there’s a lot we didn’t know. The reality is we were using WFM in a very simplistic, very manual way. Going through the WFM upgrade and cloud migration with NICE Value Realization Services showed us we have the Rolls Royce of WFM, but we’ve been using it like a Ford Cortina. VRS helped us to really understand features and benefits and tie them to our goals and objectives. We did a complete entity design refresh and full training to understand every aspect of automation and intelligence built into our ‘Rolls Royce’ and put it to use more effectively.”

“My son has special needs - 80% of mums in my position can’t work. Without this option, I doubt I would have been able to make this job work long-term. The availability points have kept me working. I’m a happier mum, with a happier son!”

“Insights and opportunities, added to quality management transformation, were the main objectives of NeoBPO in deploying Nexidia. Automation of quality forms brought substantial increase in productivity and insights provided our clients with strategic information about business and customer experience.”

“I absolutely love it. It has made such an impact to my work/life balance. I can fit in appointments, events and social gatherings without having to take holidays and shift swaps!”

“Working with NICE, we’ve been able to create a wonderful virtual manager build that helps with activity planning, that interacts directly with agents over SMS for overtime and voluntary time off based on conditions the virtual manager is seeing, and that continues to grow and offer us more agility.”

“Listening to five calls per team manager per week wasn’t even a drop in the ocean compared to our call volume and couldn’t help us understand agent behavior on any level. Nexidia Analytics immediately gave us powerful insights into agent behavior, and helped us develop a new skills framework with online coaching content and micro-courses to improve those behaviors.”

“CXone is an out-of-the-box solution that met our immediate needs and was complemented by quick and easy customization of reports and dashboards. Immediately after implementation, our agents had an improved and simplified experience.”

“NICE Performance Management with Desktop Analytics and the NICE Workforce Management suite form the ‘heartbeat and brains’ of our centralized command. By switching to NICE, we gained automation, performance metrics and self-service. We also tightened up adherence. The partnership and coaching we get from NICE Value Realization Services ensure we’re looking at things the right way and aligning the NICE solutions with our business goals. We also now have the top, Gartnerreviewed platform to grow on.”

“NICE Nexidia Analytics helps us learn from the past and focus on a future of excellent experiences for our patients. Our work has benefited all of our business units that work with the telemedicine program by identifying strengths and opportunities.”

“The metrics and impact of the NEVA automation allow us to prove our team’s value, which is likely to influence decision-making regarding team funding and size, as well as future projects. And that, in turn, will lead to us delivering more for the organization."

“NEVA saves clinicians considerable time and effort, reducing unnecessary appointments and improving the patient experience.”

“NICE CXone Feedback Management helps Evolent challenge ourselves and look for innovative ways to really meet a caller’s needs. It also gives us golden opportunities to provide agents with compliments from callers.”