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.”

“To build, test, and implement an entire contact centre platform, including workforce planning, in three months was a pretty mean feat. I’m surprised by how well it went, considering the nature and size and scope of the change!”

“We’ve heard from agents all the way up to senior vice presidents that this was the best transition to a new technology product they’ve ever seen at Marriott. Statements like those don’t happen without a good partner like NICE.”

“Initiatives made possible with NICE Workforce Management deliver personal flexibility to every employee across all three brands, tailored to what employees want as opposed to what we as a planning function think they would want. This has improved cross-team engagement as well as ensuring buy-in from employees to use these tools."

“NICE CXone Guide goes beyond chat. You can provide additional details, you can trigger messages based on customer interactions, and get very specific and very detailed right when the customer needs you.”

“NICE has helped bring departments together and understand that a negative or positive customer experience is not the responsibility of one single department.”

“If you’re in a situation where all your efforts are manual, it takes away from the reasons people actually join a quality team. We want to make a difference in the customer experience.”

“We basically took all the tools we utilize on CXone for voice and chat contacts and applied them to Discord, creating a full platform to help make things better and give more insights into Discord, NFT, and Web3 communities.”

“We are driving people back into our knowledge resources, and they are paying off in spades. Expert is easy to use and easy to implement. It has enabled us to keep our staff and our headcount low, so we can improve our overhead numbers, margins, and profitability while increasing the satisfaction of our partners and customers.”

“With the help of NICE, we’re closing the gap. The solution ensures there’s not a lot of over or under capacity from an efficiency perspective. It’s a huge step forward in WFM team satisfaction because they’re now enabled to use the system in the right way. It’s beneficial for agent activities, and it boosts their confidence."

“By engaging our various business units in workshops, we ensured proper prioritization and resource allocation, ultimately enabling our digital-first strategy through the omnichannel enablement program. VRS skilfully formed a multidisciplinary team, combining WFM and ACD experts with key stakeholders to drive innovation.”

“NICE CXone brings together all the individual pieces of the LanguageLoop contact center into a more connected solution that delivers greater efficiencies for the business. With the support of seamless IVR workflows, CXone empowers LanguageLoop to transcend language barriers and better support its customers in times of great need.”

“Because of NICE, we’re now able to consider things we couldn’t before, perhaps even expanding our workforce outside Germany.”