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.”

“I could talk nonstop about the value we get from NICE Satmetrix as we transform our CX program.”

“We had a customer experience committee made up of leaders from across our organization. We brought in and vetted three different providers and chose NICE Satmetrix unanimously. From the usability of their software to their references and experience with our industry, they were clearly the best choice and a perfect fit for our company and our needs.”

“The feedback we get from NICE Satmetrix helps drive our customer requirements increasing customer satisfaction and service value proposition.”

“NICE Satmetrix met our need to simplify not only the collection and processing of feedback but also the reporting of it to our entire organization.”

“With NICE Satmetrix we’ve been able to increase our NPS® score by 45 points since launch.”

“The credibility of NICE Satmetrix in the industry… gave us the confidence to move forward with the organization and the system.”

“When we started this project, I believed we didn’t have time for change management— ‘soft and fluffy,’ I called it. But VRS’ continuous reinforcement and focus on user enablement eliminated the resistance to change we’ve experienced before and sped adoption. It was a secret ingredient to our deployment success and became a point of pride and celebration for us.”

“The most successful businesses are focused on building valuable customer relationships. We know that we have a partner that is fanatical about our success with their products.”

“To build new leading edge solutions, we had to have a platform that was best in class and that was CXone.”

“The supervisors send out hourly dashboard reports to the whole team so they can view their contact handle time, service levels, productivity and more. It helps them assess whether they’re meeting their goals. The agents know there is transparency through every layer of our contact center which helps keep them accountable."

“EEM has been a win/win/win solution for us. Employees, the company, and customers are all seeing benefits. Employees have greater control over their own time, the company saves by minimizing overstaffing, and customers benefit from lower and more consistent answer times.”

“We weren’t met with someone with hypothetical knowledge of QCI. This is someone who’s been a quality analyst— someone who knows what the job consists of, who has done evaluations—and who could ‘level up’ to focus on our metrics and business needs.”