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.”

“Interaction Analytics has prepared us in an unanticipated way to comply when a customer changes their quality requirements. It’s fast and easy to adjust to new requirements. If we didn’t have Interaction Analytics, we wouldn’t be in the position we are today.”

“Right away we experienced improved customer satisfaction rates. We saw fewer complaints about call quality, and the rates of hang-ups, which had skyrocketed previously, were drastically reduced."

“The value of the transparency and standardization provided by CXone will extend well beyond the contact center. We fully believe that the intel generated by CXone integration will fuel smarter, more customer -centric decision making at all levels of our organization.”

“With the new quality controls and insights provided by NICE, operational KPIs like FCR, customer experience KPIs including NPS, and business KPIs like customer loyalty, sales, and churn have all been positively impacted.”

“And our workforce management team can add any new scripted response in a matter of minutes. It’s a game-changer.”

"Back Office Essentials serves our highest operational efficiency goals and is yet another way for us to provide our customers a best-in-class service experience.”

“Penrith City Council is a cloudfirst organization, making it essential that the contact center and its underlying telephony reflect that. Transitioning from an on-premises contact center solution to CXone is a critical step in Penrith City Council’s digital transformation journey and one that makes the Council more agile than before.”

“Working with VRS helped us stay focused on our objectives while expanding our own capabilities. It’s incredible what an effective tool the right knowledge and support can be.”

“One of the biggest challenges was a lack of control and consistency. We didn’t have a way to lock down schedules, so changes were being made sometimes months in the past and without an auditable process. It wasn’t good for planning, advisors, or anyone.”

“This VRS team has been fantastic. They challenged our processes and the way things are currently done, showing us how to take NICE WFM and use its many tools to transform how we work. I’d highly recommend VRS for anyone implementing NICE WFM into a business.”

“Working with NICE and Generation-e has been one of the best third-party relationships Regional Australia Bank has ever had. NICE CXone was the ideal cloud-based solution; it has empowered Regional Australia Bank to achieve significant business benefits now and into the future.”

“Robotic Automation is essentially the complete package—so you can analyze, optimize and continuously improve.”