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.”

“Our agents’ disposition time decreased significantly when we created real-time dashboards to give them insight into their performance. They get points and trophies based on their score, and the average after-call work has decreased by 68%!”

"We Are Focused On Providing Our Clients With Vluable Insights Into Customer ntractions So That We Can Help Them Improve The Consumer Experience And Increase Satisfaction And The Data From Nice Analytics Helps Us Do That."

"We have many new systems and solutions with several different vendors, but our relationship with NICE inContact is not just as a vendor. We view NICE inContact as a partner and an integral part of our business."

“Our Positive Coach Approach training in combination with the Agent Empowerments from NICE have shown positive results. When agents are properly trained in how to build rapport with customers and empowered to quickly and efficiently resolve customer issues, it creates a more positive interaction for both the customer and the agent.”

“When we implemented CXone Workforce Optimization, we realized a 20% reduction in full time equivalents.”

“We have made major procedural changes and financial investments that are paying off in so many ways, including increased customer satisfaction and fewer contacts per order. This in turn has driven higher levels of satisfaction for our clients.”

“I highly recommend NICE inContact to any contact center, especially if you need to process both inbound calls and outbound dialing.”

"Performance improvements have been driven by the implementation of the NICE solution suite, including Interaction Analytics. These new capabilities allowed us to streamline our processes, reduce waste, ensure compliance and provide more accurate and actionable results."

“The use of NICE Interaction Analytics and Quality Management solutions has made team supervision much easier and more rewarding. I spend less time with manual work and more time taking action to drive associate performance improvement and business benefit. My agents actively use the desktop tools and actually enjoy the evaluations and coaching.”

“CXone Voice as a Service encapsulates all of our complex telephony processes. All the worry about contracts, maintenance, and location is gone since we’ve consolidated both our software and telephony with NICE inContact.”

"At Eurostar we have to get things right first time and fix issues for individuals, to ensure that our customers continue to choose our service. NICE Fizzback empowers us to engage with individuals and we are able to pick up on the little things that might otherwise elude our grasp, and promote greater loyalty from our customers."

“The business impact of the IVR redesign was felt in all departments and, most importantly, it had a positive effect on the customer experience.”