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.”

“Automation is the only technology in my toolkit that directly reduces my staff’s workload.”

“The biggest thing we’re getting from NICE is accuracy. We are saving money because the overtime hours that we assign are more precise, and better directed toward when the business actually needs them.”

“NICE CXone has one of the most nimble and diverse reporting systems on the market. It also features a fully configurable service level measurement, which we’ve found is not common in many other solutions.”

“NICE provides the level of detail that we need in order for us to encourage accountability for our case managers, and the drive towards the numbers our decision-makers and managers want us to deliver. The support from the NICE VRS team has been great, not just in showing us how the product works but in understanding how it can work best in our environment and suggesting valuable measurements.”

“We can adjust IVR scripts on the fly to get customers to the right agents. We can modify agent schedules for shorter queues. And with CXone’s unified platform, our agents now have accurate and complete information at their fingertips to answer customers’ questions.”

“NICE Nexidia Analytics helped us build a predictive model for customers with the potential to take legal action. Through daily alerts and a team of experts, we quickly analyze these cases and call the customers with solutions.”

“This project has been a critical step for us to empower our agents to take control of their schedules and allow them the flexibility that we want to deliver.”

“Without real-time information you can’t react quickly enough. NICE CXone real-time dashboards help us to keep our finger on the pulse of what’s going on.”

"We’ve achieved some great business outcomes such as consolidating multiple platforms into one system that’s customizable and cost-effective. Our agents are more productive, and our customers are getting a better overall experience."

“The difference between a company with an integrated back-office solution and one without was found to be over 400% improvement in service level agreement adherence.”

“inContact has enabled us to reduce our call handle times, operate with fewer agents, and save the company a lot of money.”

“It’s been a huge advantage for us to move to inContact’s full-featured, in the cloud call center solution.”