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.”

“The thing about working with NICE is that it’s personal. Our VRS business consultant really got to know us and our operations. We wouldn’t have been able to drive these improvements without him.”

“NICE CXone integrated with our internal AI capabilities, helped us double the productivity of our chat agents for formula support, thus getting answers to our clients faster.”

“RTIG has been key to improving our workflow, pushing information quickly to agents so they can quickly and efficiently share answers with our members instead of having to hunt.”

“Sentiment and behavior scores from NICE Enlighten AI for CSAT and Real-Time Interaction Guidance help us change our workflow processes and ensure that we’re providing excellent customer service.”

“Interaction Analytics takes us from understanding only a very limited sample of our calls to much more extensive insight and analysis. It’s enabling our analysis, action, and reaction.”

“It’s an obsession for Nespresso to make things as effortless as possible for our customers, In order to do that, we needed to understand if our procedures are too complex, or if our coffee specialists are not providing sufficient answers, or if our knowledge database is insufficient.”

“We frequently hear the customer service team say that they love having everything in one place, and that they don’t have to fumble around anymore to get what they need. NICE hit it out of the park for us.”

“Our agents had three screens, but our customers only have one. When it comes to important social services, our customers don’t care how complicated our dashboards are—they just want a cohesive experience from agents that care.”

“To be a best-in-class contact center you need the right tools – like NICE—and you need to understand it inside and out. Don’t take shortcuts.”

“Many team members want to work split shifts or be able to change the days they work regularly.”

“We can check service levels and calls on a live basis to understand what’s going on and quickly identify things we could do better while still providing services to those clients, And our overall services strategy is now driven by our business objectives, not by vendors.”

“NICE CXone has helped us meet our primary goals: to provide better and faster answers to our clients and to quickly address problems when customers encounter difficulty with our services on their overall journey. Instead of needing days or weeks to identify and solve problems, we can coordinate the contact center, IT, and product teams to fix issues in a matter of hours.”