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.”

"Using NICE sales crediting we were able to reduce 1000 plans to five or 10 plans and calculate more efficiently and effectively.”

“When the federal shutdown occurred, we anticipated a huge influx of calls related to applying for aid. With CXone, within 24 hours we increased our capacity to handle those calls."

"NICE Automation Finder is a powerful tool, providing amazing discovery and analysis, which greatly improves how we uncover automation opportunities.”

“With Performance Tracker on their phones, they [EPB executives] know what our abandonment rate is every day along with other significant KPIs.”

“The integration between CXone and Google Analytics makes it possible for our client to optimize its marketing budget. Because sales can be precisely attributed to the appropriate channels, the company doesn’t need to guess which campaigns are performing best.”

“The key responsibility of our contact center team is to take calls and support students through the exciting but daunting prospect of studying. NICE CXone and Optus help us to deliver on this responsibility to our students in terms of customer experience, as well as on our service level agreements with our key university partners.”

“We knew back-office productivity was low, but we had no way to measure it. This solution in conjunction with the VRS team helped us prove it, and now with NICE Back Office NPM and Desktop Analytics, we have greater depth in understanding our operation. This aligns to our vision of a more agile workforce.”

“NICE has provided a level of operational rigour that we couldn’t achieve. It’s pretty basic, but the ability to look at a screen and know that we can take six people off for the next three hours is a monumental shift in our ability to manage the intraday. We couldn’t do that before.”

Horizon Power operates in an environment of continuous improvement. Transitioning from an outdated, on-premises telephony system to a cloud-based, omnichannel environment is an essential step in helping the organization continuously improve and deliver exceptional experiences to customers. CXone gives Horizon Power a greater level of flexibility and consistency across its contact center operations, while helping the organization maintain its regional feel, no matter where its agents log in from.”

“It was the ‘Ah-ha’ moment for us.”

“CXone was the clear choice for Challenger because it’s built and optimized for the cloud and offers more maturity than other solutions on the market. CXone lets Challenger’s agents work remotely and deliver consistent customer service regardless of location with little more than an internet connection and log in information. It also lets Challenger’s contact center agents deliver seamless support to Challenger Bank as needed.”

“With NICE Satmetrix as a partner, Bobst is better prepared to meet the challenges of the market and continue its run of dominance well into the future.”