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.”

“We had a very difficult three years using the previous workforce management platform, The old tool was not able to reflect our complex call routing decisions, Just scheduling around the engagement-focused team exercises the company was making more popular caused the WFM team to spend five hours a week manually scheduling.”

“In our field, speech analytics were considered to be out of reach, but Interaction Analytics was able to demonstrate the art of what was possible.”

“CXone helps our clients streamline operations and reduce costs by leveraging advanced omnichannel routing, ensuring the seamless impleemntation of SMS, chat,and both agent and agentless dialer systems. By automating repetitive tasks, CXone frees up agent's time, enabling them to focus on more complex, value-added activities.”

“Our business is always moving, especially when it comes to compliance and security. NICE Autopilot has delivered huge impacts, handling tens of thousands of chats monthly that didn’t have to be answered by live representatives.”

“We’ve evaluated other players over the years. NICE CXone has been with us every step of the way—as we’ve grown, shrank, and gotten bigger again, scaling with us each time. NICE has been a great partner every time we’ve needed new technology or services.”

“As a BPO, we want to leave contact center designs and roadmaps to people who are maniacally focused on those features and functions, but who give us a seat at the table in terms of product roadmap and vision. And NICE excels for us in those areas.”

“We work with a great team at NICE, which is critical because the transition felt like learning a new language. Thanks to that team we’ve gone from feeling like we’re on a steep learning curve to feeling like we’re stable and ready to keep pushing what’s possible.”

“With recordings and call history integrated with quality management on one dashboard, our supervisors are empowered to bring huge benefits to the business in terms of performance improvement.”

“We’ve seen very little difference in operations other than the fact that no one needs to listen to 30 daily voicemails about schedule changes! And there are lots of advantages for us. The Employee Engagement Manager is a great way for us to stay in contact with our agents.”

“We have evolved as a contact center, and it wouldn’t have been possible without NICE.”

“Enlighten Autopilot is one of the most significant customer facing AI capabilities we have rolled out.”

“The use of Interaction Analytics has helped us understand customer behavior through evaluations of interactions. We’ve been able to swiftly contribute to changing behaviors, processes, and systems that impact the overall experience, all while maintaining our commitment to service quality.”