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.”

“We’ve seen benefits from CXone’s ease of use, uptime, consistency, and the ability to make quick, easy, and effective changes for ourselves. And I feel like we’ve just begun to scratch the tip of the iceberg for what CXone can do.”

“Supervisors get a holistic view of the contact center at all hours with CXone Supervisor, a solution that is so intuitive they can learn it on the fly.”

“EnlightenAIandInteraction Analytics have given us the abilitytocast a wide net to identifycriticalcall types, while NICE Quality Management allows us to evaluate and act in ways that really move the needle."

“CXone Self-Service Analytics allows us to identify where customers are struggling in their call journey, and make necessary adjustments in the IVR to reduce customer frustration and increase self-service.”

“The ability to dynamically change call workflow is a game-changer for us. The CXone platform is a critical component to our overall ability to deliver exceptional customer experience and cultural engagement.”

“It was a very good investment in CXone; because of it, we can be so flexible. Inducting new people and expanding the contact centre has been quite easy. The big question which was asked when we were presenting the proposed NICE CXone and RingCentral solution to our executive team was: ‘Why haven’t we done this before, and why did we wait so long?”

“I think we’d be a little bit lost without the visualizations and the tools that NICE offers us. As we grow so much and so rapidl y, it becomes hard to visualize all of that and know where your agents are, whether they are productive, and whether they are doing what they ’re supposed to be doing. We have gained so many efficiencies, and the scheduling process as a whole has become much easier. And, VRS helps us understand the things we’re doing really well and also the challenges we have and the things we need to fix.”

“Previously our documentation was really good at covering features and functionality, but now we’re adding context to make sure that our knowledge can be consumed by the nurse, the clinician, and the biller as well, not solely the IT persona."

“With CXone Expert we can easily tailor content, and in this way, we’re providing even more value to our clients by positioning ourselves as an extension of their own learning and IT teams.”

“Over 90% of our agents engage with the games from Performance Management, which is a huge win. It helps them improve their skills in an interesting way and with real rewards. We’ve seen a decrease of 46% in average hold time, and 24% decrease in average aftercall work time, not to mention a 5% reduction in attrition. It’s exciting to see our agents really engage and provide exceptional customer experiences.”

“The County believes that happier specialists generate higher-quality care. The heart of the call center is our employees, and CXone made their work lives 100% better."

“Work to quantify the benefits is still ongoing with the help of the NICE VRS team, but I can definitely say that the move away from Excel has been a very positive one, and that with time we will be able to make a significant improvement to the day-to-day lives of our colleagues.”