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.”

“EEM is allowing us to operate with less friction and provide consistent customer experiences. Our colleagues aren't interested in looking at other contact centers for roles because those contact centers don’t have EEM. Having EEM is one of the reasons our team is staying with us.”

“I love the fact that the Supervisor workspace allows me easy access to reporting whenever I need to do offline work. It really streamlines all of my essential daily needs in one place. For instance, I can access CXone Reporting straight from the Supervisor workspace, and generate certain reports and have them emailed to me at a specific time every morning. I don’t have to keep regenerating them every day, which saves time for me. They’re ready for me when I get in in the morning, so I can set up my daily stand-up meeting reports and get everything flowing. Having one source for everything is really nice.”

“Persistent downtime was affecting our efficiency, meaning we had a high costper- sale. We simply were not the most cost-effective partner for our clients.”

“Enlighten AutoSummary helps us to do more with less by improving our productivity which saves time and money.”

“Metrigy’s research validates the need for an offering like CXone Mpower. CX leaders don’t want AI in siloes; they want it to move effortlessly through workflows and customer journeys. In 2023, 30% of customer interactions flowed back and forth between agent and AI that’s projected to rise to 54% by 2026. This is where CXone Mpower will shine.”

“With NICE CXone Mpower, Great Southern Bank has the infrastructure and technology it needs to execute meaningful changes to help customers; it’s that simple.”

“Feedback Management made it easier for us to point in the right direction and say, ‘Hey guys, focus on this rep—what’s going on? Are they following the process?’ It grouped together feedback and overall quality, helping us develop our reps and improve customer satisfaction.”