| Contax, Brazil’s largest outsourcer improved agent scheduling and streamlined the operation of its multiple contact centers |
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| Overstock.com has boosted customer satisfaction and agent morale while dramatically reducing hold times with the IEX TotalView Workforce Management solution from NICE Systems. |
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| Unibanco, one of Brazil’s largest banking institutions, reduced its contact center operating costs by 20 percent after adopting IEX TotalView Workforce Management by NICE Systems. |
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| WPS built a strong “voice of the customer” program, improving communication and identifying crucial gaps in internal operating areas |
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| CIT Group used NICE to create a full-scale quality and training program |
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| SHPS, Inc. uses NICE Perform to manage onsite and “at home” agents, streamline operations and maximize resources |
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| NICE helps Convergys streamline their agent evaluation process and drive agent performance |
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| Fiserv developed a new efficiency metric, gaining control over service level consistency and scheduling accuracy |
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| Marsh Global Consumer optimized the allocation of agents and achieved more accurate forecasting across multiple contact centers with TotalView |
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| Huntington Bank tightened workforce practices and saved tens of thousands of dollars annually with TotalView |
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| Computershare improved customer satisfaction scores, reduced AHT, and eliminated mountains of paperwork |
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| Cigna Healthcare improved vacation scheduling and gained $50,000 per year in ROI |
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| Bell Canada’s Residential Services unit improved the way it manages its contact center outsourcing vendors with TotalView |
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| AT&T’s consumer wireless business unit improved average speed of answer and reduced vendor inefficiencies |
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| DHL Russia - DHL's call center in Moscow used NICE SmartCenter to improve call quality and align internal processes with customer feedback. |
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| Grupo Santander - The largest bank in the Euro zone integrated NICE SmartCenter into its single telephony platform installed at their call centers worldwide to record and centralize calls as well as gain a global view of customer interactions. |
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| Safeco Safeco implemented NICE SmartCenter with workforce management to improve claim servicing efficiency, increase agent effectiveness, understand customer preferences, and improve call center efficiency. |
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| DIRECTV integrated NICE SmartCenter with speech analytics, quality management and workforce management. DIRECTV improved customer satisfaction, knowledge sharing about customer experience throughout the organization as well as enhanced operational efficiency and agent performance. |
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| Orange UK implemented NICE SmartCenter at its call centers in the UK and significantly improved agent satisfaction and customer experience. |
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| ICSC: HP Customer Support Call Center Hewlett Packard customer support call center in Israel leverages NICE SmartCenter solutions to increase customer satisfaction by 10%, improve agents’ technical and soft-skills, and improved contact center’s overall financial performance.
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| Yorkshire Building Society - One of the largest mutual organisations in the UK has selected NICE recording solutions to expand its call recording capacity at its Member contact centres |
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| SST - Systems & Services Technologies Inc. (SST) provides loan portfolio and debt recovery services for financial lending companies. SST selected NICE solutions due to their flexibility and ability to provide a unique system. |
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| Chinatrust Commercial Bank: Leading Taiwanese private bank improves quality of service, enhances customer satisfaction and retention, and improves training processes.
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| CUNA Mutual Group: world's largest provider of credit union services implements NICE Perform® with advanced analytics, and optimized by NICE's Consulting Services team, to completely revamp the way they run their contact centers.
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| Skipton Building Society: UK based provider of financial services improves agent coaching, engages agents for performance improvement and greater efficiency. |
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| ABASEGUROS: Mexico's premier insurance provider decreases customer defections, improves agent coaching, and provides critical business intelligence to the enterprise. |
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| TRUenergy: Australian retail energy provider improves regulator compliance, improves agent skills, and decreases costs by implementing NICE solutions in their VoIP environment. |
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| Lafarge Aggregates Ltd.: UK based company improves customer service, dispute resolution capabilities, and increases agent retention. |
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| Mobistar implements NICE's unique solution for quality monitoring and agent coaching to empower and engage agents, and improve agent’s skill sets and performance. |
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| Enterprise Rent-A-Car benefits from NICE's contact center solutions to improve quality of service, training effectiveness, and agent retention.
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| Fedex North America’s largest, time-specific expedited carrier maximizes customer and driver retention and benefits the entire enterprise through NICE Perform's capabilities for extracting insights from interactions. |
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| WPS Leading US health insurer improves customer satsifaction, agent quality of service and market intelligence capabilities with NICE Perform. |
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| ICICI OneSource NICE helps Indian business process outsourcer achieve higher levels of client confidence, targeted, effective training programs and improved call handling and management. |
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| RHL Scottish outsourced customer management center leverages NICE solutions to increase caller satisfaction with improved service, secure new business through increased client trust, and improve agent performance. |
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| RSA - Quality Monitoring solution for a 300-seat call center, featuring Executive Connect, Apropos and a Nortel switch. Shows a dramatic increase in quality monitoring efficiency. |
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| ATD - VoIP recording solution for financial trading environment, integrated with a Cisco IP switch |
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| TESCO - More capture, more feedback and better quality of service. Business Systems UK Limited and Tesco (The UK's leading food retailer) work together to ensure a consistent approach to quality management. |
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| Sentrx - Healthcare organization using NiceCall Focus for both Total Recording and Quality Assurance to best serve its Fortune 100 pharmaceutical clients. |
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| WPS Health Insurance Corporation - efficiency increases in the contact center following the NICE installation, led to the reallocation of three staffing positions to other departments |
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| Carnival Cruise Lines - attributes, in part, prestigious travel industry award for providing the best customer service amongst major cruise lines to use of their NICE system |
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| Spectrum Contact Services - employs NiceUniverse, Executive Connect and Nice Reporter call recording and quality management tools across many of its contact center locations to help deliver consistently exceptional customer service levels. |
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| CUNA Mutual Group - CUNA Mutual significantly improves customer service and agent retention rate |
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| RACV Increases Call Center Revenues and Visibility Using NICE CEM |
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| Ben, a Dutch mobile operator doubles the industry's agent retention rate using CEM |
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